Internal management of contact requests

ABSTRACT

Embodiments of the invention provide for systems, devices, apparatus, methods, and computer program products for allowing a first agent associated with an entity to initiate contact with a second agent associated with the entity via a contact entry point. The contact entry point is displayed on an interface page and enables a first agent to contact other agents associated with the entity in a faster, more efficient, and better informed manner.

FIELD

In general, embodiments of the invention relate to methods, apparatus,and computer program products for managing contact requests, and morespecifically, for allowing a first agent associated with an entity toinitiate contact with a second agent associated with the entity.

BACKGROUND

Any entity, organization or the like that has a presence on the Internetmay provide a contact page that enables users to initiate contact withthe entity, organization or the like. Usually, a link to the contactpage may be provided on the entity's website homepage. In most cases,the contact link may be tucked away at one of the four corners of thewebpage and users usually need to scroll downwards, upwards, or sidewaysin order to find the contact link. Additionally, this contact link mightbe provided on other pages of the website so that the user does notalways have to return to the homepage in order to find a link to thecontact page. Although users who are familiar with a particular webpageusually know where to find the contact link, finding the contact linkmay, in many instances, be an arduous task for first-time users of awebpage. On mobile platforms, the contact link might not be provided atall on the entity's mobile homepage because space on a mobile interfaceis limited. Therefore, users may have to navigate through several mobilewebpages before they find the contact link. Finding a contact link at anelectronic kiosk or an automated teller machine (ATM) may be even moredifficult than finding a contact link on a personal computer or mobileplatform. This is because people may visit electronic kiosks or bankingATM centers occasionally and may do so for specific purposes. Therefore,users, especially those who are not computer savvy, might not be able tofind the contact link in such an unfamiliar environment especially whentime is of the essence as there might be a queue of impatient people whoare waiting to use the electronic kiosk or ATM banking center. Moreover,an entity that hosts webpages, mobile webpages, electronic kiosk/ATMapplications, etc. might not present a contact link in a consistentmanner across all these interfaces. Therefore, a user who has previouslyaccessed the contact link on a webpage might not be able to transferthat knowledge to finding the same contact link on the related mobilewebpage. As such, finding the contact link may not be easy even whenmoving from an entity's web interface to the same entity's mobileinterface.

When a user reaches a contact page via a contact link, the user may beprovided with a list of several phone-numbers, email addresses, mailingaddresses, etc. associated with several different divisions, lines ofbusiness, tenants or the like, referred to herein as channels of theentity. When so many phone numbers, email addresses, and mailingaddresses are presented to a user, it may be difficult for a user tosift through this information to find the desired contact information.The contact page may also list the hours of operation for any listedphone numbers. Some entities may even provide a chat feature to chatwith agents of the entity. While some entities may provide severalcontact phone numbers or email addresses, other entities may provide asingle contact number or a single contact email address. When a usercalls that single contact number, the user may be redirected to theappropriate channel and an appropriate agent within that channel onlyafter answering several questions that are usually posed by an automatedtelephone operating system. On most occasions, users may dial thecontact number and then just press a ‘0’ in order to talk to an operatorso that they do not have to navigate through this long winding andcumbersome redirect process. Recently, as some entities have removed theoption of contacting an operator, users may have no choice but tonavigate through the long winding automated redirect process before theycan reach a human agent.

People usually would like to receive answers to their questions as soonas possible. Entities, organizations and the like, too, would prefer toprovide answers as soon as possible. Even a minor delay in providing ananswer may mean a lost business opportunity or a current customer who isleft dissatisfied. After all, the most successful entities are thosethat are most responsive to their customers. Thus, entities would liketo eliminate or lessen the waiting time associated with establishingcontact with a customer.

Contact systems within an entity's call center may also suffer fromseveral inefficiencies. In current call center systems, when an internalagent receives a call from a customer regarding an issue that the agentis incapable of resolving, the agent may determine the type ofspecialist who may be able to resolve the issue. Then the agent mayplace a phone call to a specialist agent from a list of phone numbers atthe agent's disposal. If the specialist agent does not answer theagent's call, the agent may dial an alternate specialist agent's phonenumber to determine whether he or she is available to assist.Alternatively, the agent may attempt to contact the specialist agentthrough other communication options, such as a chat session or the like.Here, too, the agent may wait for a specialist agent's reply and if thespecialist agent does not reply, the agent may ping an alternatespecialist agent to determine whether he or she is available to assist.Therefore, a customer may be kept waiting until the agent finds anavailable specialist agent who is best equipped to answer the customer'squestion and then receives an answer from that specialist agent. Theagent may then communicate this answer to the customer. In manyinstances it may be extremely cumbersome for an agent to initiatecontact with a specialist agent, and even a minor delay could leave acustomer dissatisfied. Therefore, it is usually a meticulous task for anagent to find the right specialist agent because the agent has tocontact several specialist agents in a linear fashion in order to findan available specialist agent.

For all these reasons and others, there is a need for an improved anduser-friendly process and system for a customer to initiate contact withthe most appropriate channel within an entity, organization or the like.There is also a need for an improved and user-friendly process andsystem for an internal agent within an entity, organization or the liketo initiate contact with other internal agents.

BRIEF SUMMARY

The following presents a simplified summary of several embodiments ofthe invention in order to provide a basic understanding of suchembodiments. This summary is not an extensive overview of allcontemplated embodiments of the invention, and is intended to neitheridentify key or critical elements of all embodiments, nor delineate thescope of any or all embodiments. Its purpose is to present some conceptsof one or more embodiments in a simplified form as a prelude to the moredetailed description that is presented later.

Embodiments of the present invention address the above needs and/orachieve other advantages by providing apparatuses (e.g., a system,computer program product, and/or other device), methods, or acombination of the foregoing for allowing a first agent associated withan entity to initiate contact with a second agent associated with theentity via a contact entry point.

The contact entry point may be an activatable indicium, which may be acompany logo, company name or the like. Since the activatable indicium,for example, a company logo or company name, is presented on an agent'sworkstation, the invention herein described eliminates the need for anagent to attempt to manually establish contact with one or more otheragents to determine whether they are available and have the ability toassist the agent with a question or concern.

The activatable indicium integrates and provides the contact informationfor multiple channels of an entity along with statistical informationfor multiple contact means associated with each channel, and thusenables an agent to contact other agents associated with channels of theentity in a faster, more efficient, and better informed manner. In oneembodiment, a channel of an entity may be referred to as a “second agenttype.”

A method for managing a contact request within an entity defines someembodiments of the invention. The method includes assigning a contactrequest to a first agent, wherein the first agent recognizes a need toinvolve a second agent to respond to the contact request. The methodadditionally includes receiving, via a computing device processor, afirst input from the first agent that activates a contact entry pointdisplayed on an interface page. The method additionally includes, inresponse to receiving the first input, presenting on the interface page,via a computing device processor, one or more second agent types. Themethod additionally includes receiving, via a computing deviceprocessor, a second input from the first agent that selects one of theone or more second agent types. The method additionally includes, inresponse to receiving the second input, initiating contact, via acomputing device processor, between the first agent and a second agentassociated with the selected second agent type.

In specific embodiments, the method additionally includes, in responseto receiving the second input, presenting, via a computing deviceprocessor, one or more contact options on the interface page, whereinthe one or more contact options are associated with the selected secondagent type.

In specific embodiments, the method additionally includes receiving, viaa computing device processor, a third input from the first agent thatselects one of the one or more contact options.

In specific embodiments, initiating contact further comprises, inresponse to receiving the third input, initiating contact based on theselected contact option, via a computing device processor, between thefirst agent and the second agent.

In specific embodiments, presenting the one or more contact optionsfurther comprises presenting, via the computing device processor, theone or more contact options, including one or more of a voice option, atext option, a chat option, a postal mail option, or an electronic mailoption.

In specific embodiments, the method additionally includes presenting,via a computing device processor, an estimated waiting time for each ofthe one or more second agent types, wherein the estimated waiting timeis presented on the interface page in conjunction with the presentationof the one or more second agent types.

In specific embodiments, the method additionally includes presenting,via a computing device processor, an estimated waiting time for each ofthe one or more contact options, wherein the estimated waiting time ispresented on the interface page in conjunction with the presentation ofthe one or more contact options.

In specific embodiments, the method additionally includes automaticallyselecting, via a computing device processor, a contact option with alowest estimated waiting time from the one or more contact options, inlieu of presenting the one or more contact options.

In specific embodiments, the method additionally includes automaticallyselecting, via a computing device processor, a second agent type mostrelated to information provided on the interface page from the one ormore second agent types, in lieu of presenting the one or more secondagent types and receiving the second input. The method additionallyincludes automatically selecting, via a computing device processor, acontact option with a lowest estimated waiting time from the one or morecontact options, in lieu of presenting the one or more contact options.The method additionally includes initiating contact based on theselected contact option, via a computing device processor, between thefirst agent and a second agent associated with the selected second agenttype.

In specific embodiments, the method additionally includes presenting,via a computing device processor, a standardized preference index foreach of the one or more contact options, wherein the standardizedpreference index is based on an estimated waiting time and a costassociated with the corresponding contact option.

In specific embodiments, the method additionally includes automaticallyselecting, via a computing device processor, a contact option with ahighest standardized preference index from the one or more contactoptions, in lieu of presenting the one or more contact options.

In specific embodiments, the method additionally includes automaticallyselecting, via a computing device processor, a second agent type mostrelated to information provided on the interface page from the one ormore second agent types, in lieu of presenting the one or more secondagent types and receiving the second input. The method additionallyincludes automatically selecting, via a computing device processor, acontact option with a highest standardized preference index from the oneor more contact options, in lieu of presenting the one or more contactoptions. The method additionally includes initiating contact based onthe selected contact option, via a computing device processor, betweenthe first agent and a second agent associated with the selected secondagent type.

In specific embodiments, presenting the one or more contact optionsfurther comprises presenting, via the computing device processor, theone or more contact options, wherein at least one of the contact optionsis presented as currently unavailable.

In specific embodiments, the method additionally includes, in responseto receiving the third input, determining, via a computing deviceprocessor, whether at least one data integration event needs to begenerated, wherein the at least one data integration event is related tothe first agent's activity on the interface page prior to receiving thefirst input.

In specific embodiments, the method additionally includes, in responseto determining that the at least one data integration event needs to begenerated, generating, via a computing device processor, the at leastone data integration event.

In specific embodiments, the method additionally includes, in responseto determining that the at least one data integration event isgenerated, transmitting, via a computing device processor, the at leastone data integration event.

In specific embodiments, presenting one or more second agent typesfurther comprises presenting, via the computing device processor, theone or more second agent types wherein each second agent type presentedis related to information provided on the interface page.

In specific embodiments, presenting one or more second agent typesfurther comprises presenting, via the computing device processor, anoption for other second agent types, wherein the other second agenttypes are unrelated to information provided on the interface page.

In specific embodiments, the method additionally includes automaticallyselecting, via a computing device processor, a second agent type mostrelated to information provided on the interface page from the one ormore second agent types, in lieu of presenting the one or more secondagent types and receiving the second input.

In specific embodiments, the method additionally includes transmitting,via a computing device processor, the contact request to the secondagent in lieu of initiating contact with the second agent.

An apparatus for managing a contact request within an entity definesfurther embodiments of the invention. The apparatus includes a computingplatform including at least one processor and a memory. The apparatusalso includes a module, or more than one module, stored in the memory,executable by the processor, and configured to execute the variouscomponents of the methods described above in the various embodiments.

A computer program product for managing a contact request within anentity defines further embodiments of the invention. The computerprogram product includes a non-transitory computer-readable mediumincluding a set of codes for causing a computer to execute the variouscomponents of the methods described above in the various embodiments.

To the accomplishment of the foregoing and related ends, the one or moreembodiments comprise the features hereinafter fully described andparticularly pointed out in the claims. The following description andthe annexed drawings set forth in detail certain illustrative featuresof the one or more embodiments. These features are indicative, however,of but a few of the various ways in which the principles of variousembodiments may be employed, and this description is intended to includeall such embodiments and their equivalents.

BRIEF DESCRIPTION OF THE DRAWINGS

Having thus described embodiments of the invention in general terms,reference will now be made the accompanying drawings, wherein:

FIG. 1 provides a block diagram illustrating a computer networkenvironment, in accordance with an embodiment of the invention;

FIG. 2 provides an illustration of an activatable indicium for accessingcontact information, in accordance with an embodiment of the invention;

FIGS. 3 and 4 provide flow charts illustrating a process for the user tocontact an agent associated with an entity, in accordance withembodiments of the invention;

FIGS. 5-10 provide illustrations of a graphical user interface usedduring the process described in FIGS. 3 and 4 where the user uses acomputing device, in accordance with embodiments of the invention;

FIGS. 11-16 provide illustrations of a graphical user interface usedduring the process described in FIGS. 3 and 4 where the user uses amobile computing device, in accordance with embodiments of theinvention;

FIGS. 17-18 provide illustrations of a graphical user interface usedduring the process described in FIGS. 3 and 4 where the user uses anelectronic kiosk, in accordance with embodiments of the invention;

FIG. 19 provides a block diagram illustrating a mobile computing networkenvironment, in accordance with an embodiment of the invention;

FIG. 20 provides a block diagram illustrating the user's computingdevice of FIG. 1, in accordance with an embodiment of the invention;

FIG. 21 provides a block diagram illustrating the user's mobilecomputing device of FIG. 19, in accordance with an embodiment of theinvention;

FIG. 22 provides a block diagram illustrating the agent's workstation ofFIG. 1, 19, or 24, in accordance with an embodiment of the invention;

FIG. 23 provides a block diagram illustrating the network entity'sprocessing system of FIG. 1, 19, or 24, in accordance with an embodimentof the invention;

FIG. 24 provides a block diagram illustrating a contact managementsystem and environment, in accordance with an embodiment of theinvention;

FIGS. 25, 26 and 27 provide flow charts illustrating a process forhandling or managing a contact request, in accordance with embodimentsof the invention; and

FIGS. 28-33 provide illustrations of a graphical user interface usedduring the process described in FIGS. 25, 26 and 27 where the firstagent uses a workstation, in accordance with embodiments of theinvention.

DETAILED DESCRIPTION OF EMBODIMENTS OF THE INVENTION

Embodiments of the present invention now may be described more fullyhereinafter with reference to the accompanying drawings, in which some,but not all, embodiments of the invention are shown. Indeed, theinvention may be embodied in many different forms and should not beconstrued as limited to the embodiments set forth herein; rather, theseembodiments are provided so that this disclosure may satisfy applicablelegal requirements. Like numbers refer to like elements throughout.

Where possible, any terms expressed in the singular form herein aremeant to also include the plural form and vice versa, unless explicitlystated otherwise. Also, as used herein, the term “a” and/or “an” shallmean “one or more,” even though the phrase “one or more” is also usedherein. Furthermore, when it is said herein that something is “based on”something else, it may be based on one or more other things as well. Inother words, unless expressly indicated otherwise, as used herein “basedon” means “based at least in part on” or “based at least partially on.”

In accordance with embodiments of the invention, the terms “onlinebusiness,” “network entity,” “online entity,” or “entity” may includeany entity, organization, or the like that can be contacted by anycontact option, regardless of whether the entity has a presence on theInternet.

In accordance with embodiments of the invention, the term “module” withrespect to a system may refer to a hardware component of the system, asoftware component of the system, or a component of the system thatcomprises both hardware and software.

First embodiments of the invention provide for systems, devices,apparatuses, methods, and computer program products for providing andhandling the activation of an activatable indicium that is configured asan entry point for accessing contact information.

Single Identifiable Entry Point System and Environment

FIG. 1 provides a block diagram illustrating a computer networkenvironment 100 configured for providing contact information for anentity or initiating contact with an agent associated with an entity, inaccordance with an embodiment of the invention. As illustrated in FIG.1, the computer network environment 100 may include a computing device300 operable by a user 110 and a workstation 500 operable by an agent120 associated with an entity, organization, or the like. The computingdevice 300 and the workstation 500 may be in electronic communicationvia a network 150, which may be the Internet, an intranet or the like.Additionally, the computer network environment 100 may include theentity's processing system 600, hereinafter referred to as the networkentity's processing system 600, configured to enable the user 110 toaccess, via the network 150, the entity's contact information or tofacilitate contact, via the network 150, between the user 110 and theagent 120.

The computing device 300, the workstation 500, and the network entity'sprocessing system 600 are described in further detail in a subsequentsection.

In order to enable the user 110 to access the entity's contactinformation or initiate contact with the agent 120, the network entity'sprocessing system 600 may initiate the presentation of an activatableindicium on the user's interface. The activatable indicium may be anykind of indicium including a character, a picture, a logo, text, or thelike, or any combination thereof. For example, the activatable indiciummay be an entity's logo, an entity's name or the like.

By activating the activatable indicium, the user 110 may access theentity's contact information or initiate contact with the agent 120.Thus, the activatable indicium may serve as an activatable entry pointto access the entity's contact information or to initiate contact withthe agent 120.

In one embodiment, the activatable indicium 904, shown in the userinterface of FIG. 2, may be presented in a consistent manner across aplurality of electronic interfaces and computing platforms so that theuser 110 may, over time, identify the activatable indicium as an entrypoint for accessing contact information for an entity. For instance, inan embodiment where the activatable indicium is an entity's logo, theentity's logo may be presented on the entity's website interface, amobile application interface associated with the entity, a kioskinterface associated with the entity, etc. Over a period of time, theuser 110 may learn to appreciate that the entity's logo is an entrypoint for accessing contact information or initiating contact with theagent 120 in order to serve the user 110 by responding to the user'squestions or concerns. Therefore, the activatable indicium 904 mayembody or may enable customer service due to an association of theentity's logo with customer service that the user 110 builds over time.

Also, the activatable indicium 904 may eliminate silos between thechannels of an entity and the contact options that are available tocontact these channels. The channels of an entity may represent themultiple departments, tenants, lines of business, or the like into whichthe entity is divided. In addition, statistical information may bepresented that indicates to the user 110 the fastest or most preferredoption of contacting each channel. Therefore, the user 110 may no longerneed to navigate through a series of interface pages in order todetermine which channel is the appropriate channel to contact and whichcontact option is the fastest or most preferred option for contactingthat channel.

FIG. 2 is a user interface 1100 configured to display an activatableindicium 904, which is configured as an entry point for accessingcontact information, in accordance with embodiments of the presentinvention. As shown in FIG. 2, the activatable indicium is a logo thatmay integrate the contact information for multiple channels of an entityalong with statistical information, e.g., estimated waiting time, formultiple contact options associated with each channel into a singleuser-friendly panel. The user-friendly nature of the activatable entrypoint may make it possible even for less technological-savvy people toaccess the desired contact information in a fast and efficient manner.As shown in FIG. 2, in one embodiment, a user may activate the logo bymouse-over input, touch screen input, a button input, a mouse clickinput, a keyboard input, a voice command input, or the like. In oneembodiment, when the user activates the activatable indicium, thenetwork entity's processing system 600 may generate and presentactivatable channel links 1004 to a plurality of available channelsassociated with the entity. In one embodiment, these channels mayrepresent the various departments, tenants, lines of operation, lines ofbusiness, or the like into which an entity is divided.

In one embodiment, when the user selects or otherwise activates one ofthe activatable channel links 1004, the network entity's processing 600may generate and present activatable contact option links 1104 to aplurality of contact options associated with the selected channel. Inaddition, as shown in FIG. 2, the network entity's processing 600 maygenerate and present the estimated waiting time 1108 associated witheach contact option so that the user may easily understand via a visualdisplay how the estimated waiting time for a contact option compareswith the estimated waiting times for other contact options. The user mayselect an activatable link to a contact option in order to initiatecontact with the agent 120 via the selected contact option.

Thus, the activatable indicium may enable the user 110 to access contactinformation of the entity or initiate contact with the agent 120 in afaster, more efficient, and better informed manner.

Integrated Contact Process Flow Involving a User and an Agent

FIGS. 3 and 4 provide flow charts illustrating a process 700 forfacilitating contact between a user using a computing device 300 or amobile device 400 and an agent using a workstation 500, in accordancewith an embodiment of the invention. FIGS. 3 and 4 illustrate the flowcharts in terms of “swim lanes” associated with entities which mayperform the operations in each respective swim lane. The entitiesillustrated in the exemplary Figures are (1) a network entity'sprocessing system, (2) a user using a computing device, and (3) an agentusing a workstation. However, it should be noted that other entitiescould also be involved and some embodiments of the invention may not belimited to the entities illustrated in FIGS. 3 and 4. Additionally, itshould be understood that, in other embodiments of the invention, theentities need not be required to perform the actions illustrated in eachrespective swim lane. For example, some of the process steps describedherein may be performed by the first entity (or other entities) eventhough the element may be illustrated as in the swim lane of the secondentity. Similarly, in some embodiments, some of the process steps may beperformed by the second entity (or other entities) even though theelement may be illustrated as in the swim lane of the first entity.

The process begins at block 702 of FIG. 3 where a network entity'sprocessing system 600 may present an activatable indicium configured asan entry point for accessing contact information via a computing deviceprocessor.

The process then moves to block 704 of FIG. 3 where the user 110 using acomputing device 300 or mobile device 400 may activate the activatableindicium. In one embodiment, a user may activate the activatableindicium on the first interface page by mouse-over, touch, button,click, keyboard input, voice command, or the like. As stated earlier,the type of input that activates the activatable indicium is not limitedto this list.

The process then moves to block 706 of FIG. 3 where in one embodiment,when a user activates the activatable indicium, the network entity'sprocessing system 600 may generate and present to the user activatablelinks to a plurality of channels associated with the contactinformation-providing entity. In one embodiment, these channels mayrepresent the various departments, tenants, lines of operation, lines ofbusiness, or the like into which an entity is divided. For instance, ifthe entity is a financial institution, a first channel may be “PersonalBanking Accounts” and a second channel may be “Mortgages” and so on.

In one embodiment, the network entity's processing system 600 may onlygenerate and present activatable links to a plurality of channels thatare related to the other information presented on the interface page.For instance, if the user is on a page related to “Personal BankingAccounts” at the instant when the activatable indicium is activated,then the network entity's processing system 600 may present activatablelinks to channels such as “Current Account” and “New Account,” and maynot present activatable links to channels such as “Mortgages” and“Credit Cards.” The network entity's processing system 600 may alsogenerate and present an “Other” option among the activatable links to aplurality of channels so that the user may access channels not relatedto the interface page on which or at the instant when the activatedindicium is activated.

In one embodiment, the network entity's processing system 600 maygenerate and present activatable links to a plurality of channelsregardless of whether they are related to the interface page on which orat the instant when the activatable indicium is activated.

In one embodiment, the network entity's processing system 600 maygenerate and present activatable links to a plurality of channels withwhich the user, or a particular computing device in the possession ofthe user, or even a particular computing location, e.g., InternetProtocol (IP) address, has previously established contact. In oneembodiment, the network entity's processing system 600 may generate andpresent activatable links to a plurality of channels with which the userhas most recently established contact within a predefined period oftime, e.g., the plurality of channels with which the user establishedcontact in the preceding three months or the like. In one embodiment,the network entity's processing system 600 may generate and presentactivatable links to a plurality of channels with which a user hasestablished contact most often. Therefore, in some embodiments, thenetwork entity's processing system 600 may store the contact historyassociated with the user, or a particular computing device, or even aparticular computing location, e.g., IP address. Thus, in someembodiments, a learning method may drive the network entity's processingsystem 600 so that the network entity's processing system 600 learns auser's contact habits and customizes the channels that it generates andpresents to the user.

In one embodiment, the network entity's processing system 600 mayrequire two levels of input in order to activate the activatableindicium. When the user inputs the first level of input, the networkentity's processing system 600 may acknowledge this first level of inputby magnifying the pictorial representation of the activatable indicium.Alternatively, the network entity's processing system 600 may present ahighlighted box around the activatable indicium or some other means ofacknowledging the first level of input. When the user inputs the secondlevel of input, the network entity's processing system 600 may presentactivatable channel links to the plurality of channels. There is anadvantage to prompting the user for two levels of input. Sometimes, theuser may accidently activate the activatable indicium by accidentlyhovering over or clicking the activatable indicium. In such a situation,the network entity's processing system may generate and presentactivatable links to a plurality of channels in a panel that obstructsthe user's view of the interface page. In order to prevent such asituation, the network entity's processing system 600 may require twolevels of input in order to activate the activatable indicium.

The process then moves to block 708 of FIG. 3 where in one embodiment,the user may select an activatable link to a channel from the pluralityof channels presented in block 706 of FIG. 3. In another embodiment, auser may select multiple activatable links to channels. The user mayselect an activatable link to a channel using previously-described inputsuch as mouse-over, touch, button, click, keyboard input, or the like.

The process then moves to block 712 of FIG. 3 where the network entity'sprocessing system 600 may determine whether the user selected anundefined activatable channel link, such as an activatable channel linkunrelated to the interface page on which the activatable indicium isdisplayed. In one embodiment, the user may select the activatable linkto the plurality of channels unrelated to the interface page byselecting the “Other” option from the list of activatable links tochannels presented to the user in block 706 of FIG. 3.

If, at block 712 of FIG. 3, the network entity's processing system 600determines that the user selected the activatable link to the pluralityof channels unrelated to the interface page on which or at the instantwhen the activatable indicium is activated, i.e., the “Other” option,then the process moves to block 720 of FIG. 3. Here, the networkentity's processing system 600 may generate and present activatablelinks to a plurality of channels unrelated to the interface page onwhich or at the instant when the activatable indicium is activated. Inone embodiment, the activatable links to the unrelated channels may bepresented on a new interface page to which the user is redirected. Inanother embodiment, the activatable links to the unrelated channels maybe presented as a pop-up or call-out panel on the same interface page onwhich or at the instant when the activatable indicium is activated.

If, at block 712, the network entity's processing system 600 determinesthat the user selected an activatable link to a channel other than anundefined, i.e., “other”, channel, the process moves to block 724.

Subsequently, at block 724 of FIG. 3, the network entity's processingsystem 600 may generate and present activatable links to a plurality ofcontact options associated with the selected channel. Possible contactoptions may include voice, phone, text, chat, mail, web, email, or thelike. The possible contact options may not be limited to this list andmay include any option by which the user may initiate contact with thenetwork entity, regardless of whether contact is established with ahuman agent or a computer (or an Internet application) at the networkentity.

In one embodiment, the network entity's processing system 600 maypresent only those contact options that are configured for the type ofcomputing platform and the type of electronic interface on which theactivatable indicium is activated. Furthermore, in another embodiment,the network entity's processing system 600 may present only thosecontact options that are currently available to initiate contact withthe selected channel.

In one embodiment, the network entity's processing system 600 maygenerate and present activatable links to a plurality of contact optionsthat a user, or a particular computing device, or even a particularcomputing location, e.g., IP address, has previously used. In oneembodiment, the network entity's processing system 600 may generate andpresent activatable links to a plurality of contact options previouslyused by the user within a predefined period of time, e.g., the pluralityof contact options that the user has used in the preceding three monthsor the like. In one embodiment, the network entity's processing system600 may generate and present activatable links to a plurality of contactoptions that the user has used most frequently. Therefore, in someembodiments, the network entity's processing system 600 may store thecontact option history associated with the user, or a particularcomputing device, or even a particular computing location, e.g., IPaddress. Therefore, in some embodiments, a learning method may drive thenetwork entity's processing system 600 so that the network entity'sprocessing system 600 learns the user's contact option habits andcustomizes the contact options that it generates and presents to theuser.

In one embodiment, the network entity's processing system 600 may onlygenerate and present activatable links for those contact options thatare configured for the computing platform and the electronic interfaceon which the activatable indicium is activated. For example, in anembodiment where the computing platform is a computing device such aspersonal computer, the network entity's processing system 600 may notpresent a contact option to initiate contact via text message. As afurther example, on a computing device, the network entity's processingsystem 600 may not present an automated call-in option if the computingdevice is not equipped with the capability to place phone calls directlyfrom the user's computing device. However, on a computing device, thenetwork entity's processing system 600 may still present a call-backoption whereby the network entity's processing system 600 may present aninput widget into which the user may enter a phone number that an agentassociated the entity may call to initiate contact with the user. In oneembodiment where the computing platform is an electronic kiosk, thenetwork entity's processing system 600 may present a call-back option ifthere is a phone incorporated into the electronic kiosk. If the userchooses the call-back option on an electronic kiosk, the user mayreceive a call at the electronic kiosk's phone from an agent associatedwith the entity. The network entity's processing system 600 may alsopresent a mail-in contact option, wherein selecting the mail-in optionwould present a mailing address to which the user's question or concernmay be directed.

The process then moves to block 726 of FIG. 3 where the network entity'sprocessing system 600 may generate and present an estimated waiting timefor each of the plurality of contact options associated with theselected channel. The estimated waiting time may represent the time thatwould elapse before establishing contact with the selected channel.

In one embodiment, the estimated waiting time may represent the timethat would elapse before establishing contact with a human agent at orassociated with the selected channel. In another embodiment, theestimated waiting time may represent the time that would elapse beforeestablishing contact with a computer agent at or associated with theselected channel.

In one embodiment, the estimated waiting time may be generated by amanually controlled administrative function. In such an embodiment, amanaging agent or other personnel at an entity may manually input anestimated waiting time for one or more contact options into the networkentity's processing system 600. In such an embodiment, the managingagent or personnel may also manually adjust or control the estimatedwaiting time based, at least in part, on one or more factors consideredby the managing agent or personnel. Such factors may include the numberof users attempting to establish contact with agents at an entity, thenumber and capacity of agents at the entity to respond to these contactattempts, or the like. The variety of factors may include other factorsthat have not been described here.

In one embodiment, the network entity's processing system 600 mayperiodically re-generate and re-present an estimated waiting time foreach of the plurality of contact options associated with the selectedchannel. In one embodiment, the estimated waiting time may be generatedin real-time using real-time data.

In another embodiment, this estimated waiting time may be generatedusing a statistical algorithm as a delayed estimate using historicaldata. In one embodiment, the user may choose the interval of historicaldata or other parameters for generating the estimated waiting time. Inanother embodiment, network entity's processing system 600 mayautomatically choose a pre-determined interval of historical data orother parameters for generating the estimated waiting time.

In one embodiment, the network entity's processing system 600 mayvisually present the estimated waiting time for each of the plurality ofcontact options to the user so that the user may easily understand howthe estimated waiting time for a contact option compares with theestimated waiting times for other contact options. The visualpresentation may be in the form of a bar graph. In one embodiment, thenetwork entity's processing system 600 may choose a baseline contactoption that is associated with the minimum estimated waiting time, andthen may generate a pictorial presentation (e.g., a bar graph that isnot shaded) for the baseline contact option. The network entity'sprocessing system 600 may subsequently generate the visual presentationsof the remaining contact options according to an algorithm that comparesthe estimated waiting time of the baseline contact option with theestimated waiting times for the remaining contact options. In oneembodiment, the bar graph of a contact option that has an estimatedwaiting time that is fifty percent greater than the estimated waitingtime of the baseline contact option may be shaded fifty percent darkeror otherwise configured to represent a fifty percent increase whencompared to the bar graph for the baseline contact option.

The network entity's processing system 600 at block 726 may generate andpresent in place of, or in addition to, the estimated waiting time foreach of the plurality of contact options associated with the selectedchannel, a standardized preference index for each of the plurality ofcontact options associated with the selected channel. In thisembodiment, the network entity's processing system 600 may generate apreference index for each of the plurality of contact options based onat least one parameter. The parameters may include, but are not limitedto, the estimated waiting time, the cost incurred by the entity and/orthe user, the manpower, the technological resources, and the likeassociated with the plurality of contact options. In one embodiment, thecost parameter may be the cost associated with the agent having toinitiate contact with the user, or it may be cost associated with theuser having to initiate contact with the agent. In one embodiment, theprocess for generating the preference index may be based on apredetermined algorithm.

Subsequently, the network entity's processing system 600 may take thecontact option that generates the best preference index and standardizethe other contact options' preference indexes so that a user may easilycompare how less favorable the other contact options' preference indexesare compared to the contact option with the best preference index. Inone embodiment, the standardizing process may be based on apredetermined algorithm.

The network entity's processing system 600 may present, eitherpictorially or non-pictorially, the standardized preference index foreach of the plurality of contact options. In one embodiment, the networkentity's processing system 600 may choose a baseline contact option thatis associated with the highest standardized preference index, and thengenerate a visual presentation (e.g., a bar graph) for the baselinecontact option. The network entity's processing system 600 maysubsequently generate the visual presentations for the remaining contactoptions according to an algorithm that compares the standardizedpreference index of the baseline contact option with the standardizedpreference indexes of the remaining contact options. In one embodiment,the bar graph of a contact option that has a standardized preferenceindex that is fifty percent lesser than the standardized preferenceindex of the baseline contact option may be shaded fifty percent darkeror otherwise configured to represent a fifty percent decrease whencompared to the bar graph for the baseline contact option.

In one embodiment, the network entity's processing system 600 mayperiodically re-generate and re-present the standardized preferenceindex for each of the plurality of contact options associated with theselected channel so that the user can view the updated standardizedpreference index information.

In one embodiment, the network entity's processing system 600 maypresent as unavailable or may not even present, at all, any contactoption that has a preference index that is below a certain thresholdindex. The network entity's processing system 600 may present theunavailability of a particular contact option by visually presenting theactivatable link to the unavailable contact option as unavailable.Alternatively, the network entity's processing system 600 may presentthe unavailability of a particular contact option by deactivating theactivatable link to the unavailable contact option such that thedeactivated link is viewable but not activatable.

The process then moves to block 728 of FIG. 3 where, in one embodiment,the user may select an activatable link to a contact option from theactivatable links to a plurality of contact options presented to theuser.

The process then moves to block 730 of FIG. 3 where the network entity'sprocessing system 600 may determine whether the contact option selectedby the user is available for establishing contact with the channelselected in block 708 of FIG. 3.

If the network entity's processing system 600 determines that thecontact option selected by the user in block 728 is unavailable, thenthe process moves to block 732 of FIG. 3 where the network entity'sprocessing system 600 may generate and present a status message for theunavailable contact option. In one embodiment, the network entity'sprocessing system 600 may present in the status message the hours ofoperation for the unavailable contact option. The network entity'sprocessing system 600 may present the hours of operation along withother information regarding the contact option. The network entity'sprocessing system 600 may present the status message on the sameinterface page, either as a call-out panel on the same interface page oras a pop-up panel on the same interface page.

If the network entity's processing system 600 determines that thecontact option selected by the user in block 728 of FIG. 3 is available,then the process moves to block 804 of FIG. 4 where the network entity'sprocessing system 600 may determine whether at least one dataintegration event needs to be generated. A data integration event mayrepresent activity associated with activating the activatable indicium.For instance, if a user was on an interface page for making a moneytransfer to another account, and activated the activatable indicium onthat interface page, then the integration event may note that the userwas on the money transfer interface page. In one embodiment, theintegration event may note what the user was doing on an interface orwithin an application at the instant when or prior to the instant whenthe activatable indicium was activated. A network entity's processingsystem 600 may transmit a data integration event to the agent so thatthe agent may understand the user's reasons or motivation for contactingthe channel.

In one embodiment, a data integration event may be a computer-telephoneintegration (“CTI”) data integration event. In one embodiment, CTI mayrefer to the integration of data transmission and a plurality ofmulti-media contact options such as voice, text, chat, email, mailcorrespondence, or the like. In another embodiment, CTI may refer to theintegration of a plurality of contact options with a computer systemsuch as a computing device 300 or mobile device 400, or a processingsystem such as the network entity's processing system 600.

In one embodiment, the user may prevent the network entity's processingsystem 600 from transmitting a data integration event to the agent. Insuch an embodiment, the network entity's processing system 600 maypresent to the user an option of whether the user wants to permit thenetwork entity's processing system 600 to transmit a data integrationevent to the agent.

In one embodiment, the network entity's processing system 600 mayautomatically transmit a data integration event when the user isauthenticated into an account associated with the user. Alternatively,in another embodiment, the network entity's processing system 600 maynot transmit a data integration event when a user is not authenticatedinto an account associated with the user.

If the network entity's processing system 600 determines at block 804 ofFIG. 4 that a data integration event needs to be generated, then theprocess moves to block 808 of FIG. 4 where the network entity'sprocessing system 600 may generate and transmit a data integration eventto the agent at a workstation associated with the network entity. In oneembodiment, the ability of the network entity's processing system 600 togenerate and transmit a data integration event may be part of theback-end intelligence of the network entity's processing system 600because the agent may more effectively understand the user's question orconcern by analyzing the one or more data integration events.

The process moves to block 812 of FIG. 4 where the agent at aworkstation may receive the data integration event transmitted from thenetwork entity's processing system 600.

The process then moves to block 816 of FIG. 4 where the network entity'sprocessing system 600 may determine whether the user needs to enter anadditional input in order to initiate the selected contact option.

If the network entity's processing system 600 determines at block 816 ofFIG. 4 that an additional input is necessary, then the process moves toblock 820 of FIG. 4 where the network entity's processing system 600 maygenerate and present an input field or widget to the user. In oneembodiment, this additional input field may be presented when the userchooses call-back as the selected contact option. If the user choosescall-back as the selected contact option, the network entity'sprocessing system 600 may present a text input field or widget in whichthe user enters the phone number on which the user may be reached. Thenetwork entity's processing system 600 may also present a field or awidget in which the user enters the date and time at which the userwould like to be contacted via the selected contact option. If the userchooses chat as the selected contact option, the network entity'sprocessing system 600 may present a text input field in which the userenters a desired nickname to chat with an agent. This may be useful ifthe user is not authenticated into the network entity's processingsystem 600 and the user wishes to protect his or her privacy. In oneembodiment, if the user chooses mail-back as the selected contactoption, the network entity's processing system 600 may present textinput widgets or fields where the user enters a question or concern anda mailing address so that the user can receive a response from theentity via postal mail.

If the network entity's processing system 600 presents an additionalinput widget at block 820 of FIG. 4, the user may enter the additionalinput at block 824 of FIG. 4.

The process moves to block 828 of FIG. 4 where the network entity'sprocessing system 600 may initiate the selected contact option.

The process then moves to block 832 of FIG. 4 where the network entity'sprocessing system 600 may determine whether to present an interface forthe selected contact option.

If the network entity's processing system 600 determines at block 832 ofFIG. 4 that an interface needs to be generated and presented for theselected contact option, then the process moves to block 836 of FIG. 4where the network entity's processing system 600 may present theselected contact option's interface. In an embodiment, the networkentity's processing system 600 may present an interface for chat oremail.

In one embodiment where email is the selected contact option, thenetwork entity's processing system 600 may initiate and present a localemail application associated with the user's computing device where theentity recipient's email address has been prefilled so that the user maycompose a message and email the entity.

In another embodiment where email is the selected contact option, thenetwork entity's processing system 600 may present a remote emailapplication interface as a pop-up window, a call-out panel, or a pop-uppanel where the user is prompted to enter information such as the user'sname, contact information, and question or concern. In this embodiment,the entity recipient's email address may be hidden from the user.

In an embodiment, the network entity's processing system 600 may alsopresent an interface for voice, i.e., call-in, if a call is initiatedfrom the user's computing device to the agent. The interface may presentthe name of the agent at the network entity, the time elapsed during thecall, the quality of the voice connection, etc. In an embodiment, thenetwork entity's processing system 600 may not present an interface ifphone, i.e. call-back, is the selected contact option as the agent justcalls the user using the phone number entered in block 824 of FIG. 4.

In an embodiment, the network entity's processing system 600 may notpresent an interface if mail-in or mail-back is the selected contactoption. However, in another embodiment for the mail-in option, thenetwork entity's processing system 600 may present the entity's mailingaddress at block 836 of FIG. 4, wherein the user's question or concernshould be directed to the presented mailing address. In anotherembodiment where a user selects a mail-back option, the network entity'sprocessing system 600 may present at block 836 of FIG. 4 a messageindicating that the user's question or concern (entered in block 824 ofFIG. 4) has been received, and that an answer will be mailed to the userin an estimated period of time.

The process then moves to block 840 of FIG. 4 where the network entity'sprocessing system 600 may determine whether the agent should initiatecontact with the user or whether the user should initiate contact withthe agent.

If the network entity's processing system 600 determines at block 840 ofFIG. 4 that the user should initiate contact with the agent, then theprocess moves to block 844 of FIG. 4 where the network entity'sprocessing system 600 may prompt the user to initiate contact with theagent via the selected contact option.

The process then moves to block 852 of FIG. 4 where the user mayinitiate contact with the agent via the selected contact option.

If the network entity's processing system 600 determines at block 840 ofFIG. 4 that the agent should initiate contact with the user, then theprocess moves to block 848 of FIG. 4 where the network entity'sprocessing system 600 may prompt the agent to initiate contact with theuser via the selected contact option.

The process then moves to block 856 of FIG. 4 where the agent mayinitiate contact with the user via the selected contact option.

Automated Embodiments of Integrated Contact Process Flow

As used herein, the act of selecting a channel refers to the act ofselecting an activatable link to a channel. Also, the act of selecting acontact option refers to the act of selecting an activatable link to acontact option.

In one embodiment, the network entity's processing system 600 may becapable of supporting an automated contact process where the networkentity's processing system 600 may allow the user to select a channel,and subsequently the network entity's processing system 600 mayautomatically select a contact option rather than allowing the user toselect a contact option. In this embodiment, this process may jump fromblock 708 of FIG. 3 to block 804 of FIG. 4. In one embodiment, when theuser selects a channel in block 708 of FIG. 3, the network entity'sprocessing system 600 may generate, but may not present, a plurality ofcontact options associated with the channel. In one embodiment, thenetwork entity's processing system 600 may only generate, but may notpresent, those contact options that are configured for a computingplatform and an electronic interface on which the activatable indiciumis activated. The network entity's processing system 600 may generate,but may not present, either an estimated waiting time or a standardizedpreference index according to the embodiments described earlier. Ratherthan presenting activatable links to these contact options as describedin an earlier embodiment, the network entity's processing system 600 mayautomatically select a contact option from the plurality of contactoptions that the network entity's processing system 600 had generatedearlier. In one embodiment the network entity's processing system 600may automatically select a contact option with the lowest estimatedwaiting time. In another embodiment, the network entity's processingsystem 600 may automatically select a contact option with the higheststandardized preference index. In such an embodiment, the user may nothave to expend any time in choosing a desired contact option to initiatecontact with an agent associated with the network entity.

In one embodiment, the network entity's processing system 600 may becapable of supporting an automated contact process where the networkentity's processing system 600 may automatically select a channel, andsubsequently the network entity's processing system 600 may allow theuser to select a contact option. In this embodiment, the process in FIG.3 may jump from block 704 of FIG. 3 to block 724 of FIG. 3. In such anembodiment, the network entity's processing system 600 may automaticallyselect the channel that is most related to or most specifically relatedto the interface page on which or at the instant when the activatableindicium is activated. In such an embodiment, the user may not have toexpend any time in choosing a desired channel that can answer a questionor concern that the user may have.

In another embodiment, the network entity's processing system 600 maysupport a “one-click” contact process, where the network entity'sprocessing system 600 may automatically select both a channel and acontact option to facilitate contact with the entity. In thisembodiment, the process in FIG. 3 may jump from block 704 of FIG. 3 toblock 804 of FIG. 4. In such an embodiment, the network entity'sprocessing system 600 may automatically select the channel that is mostrelated to or most specifically related to the interface page on whichor at the instant when the activatable indicium is activated.Additionally, the network entity's processing system 600 mayautomatically select the contact option with the lowest estimatedwaiting time or the highest standardized preference index. In such anembodiment, the user may not have to expend any time in choosing achannel that can answer a question or concern that the user may have ora contact option to initiate contact with a channel of a network entity.

Additionally, in the automated embodiments described above, the networkentity's processing system 600 may sometimes automatically initiate theselected contact option without determining whether additional input isrequired from the user.

Single Identifiable Entry Point Interface

FIG. 5 displays a screenshot of a computing device interface 900 with anactivatable indicium 904 configured as an entry point for accessingcontact information, in accordance with embodiments of the presentinvention. FIG. 5 may represent a page on a computing device interfaceor any other interface. The interface page 900 may be a hosted, local,or remote interface page. The interface page 900 may be a page of awebsite interface, an emulated hosted internet application interface, amobile interface, a local application interface, a website interface, awebsite address, or the like. As used in several instances below, the“first” interface page is the interface page on which or at the instantwhen the activatable indicium is activated.

In one embodiment, an application download server or the networkentity's processing system 600 may permit a user to download anapplication such that when the application is installed, the activatableindicium may be presented on the taskbar of an interface.

In FIG. 5, “Entity X” may be the name of the network entity that hoststhe interface page or it may also be the title of the interface page.Panels A, B, C, and D may represent the various other parts of theinterface page. Some interface pages may have more panels, while somemay have fewer panels.

The activatable indicium 904 may be presented anywhere on the interfacepage. Moreover, in some embodiments, there may be more than one instanceof the activatable indicium 904 presented on the interface page.

FIG. 6 displays a screenshot 1000 of one embodiment of the inventionwhere after the user activates the activatable indicium, the networkentity's processing system 600 may generate and present activatablechannel links 1004 to the plurality of channels. The activatable linksto channels 1004 may be presented in at least one call-out panel on thefirst interface page, without redirecting the user to a second interfacepage.

In one embodiment, the network entity's processing system 600 mayrequire two levels of input to select a channel that is presented in thecall-out panel: a first level of input and a second level of input. Thefirst level of input may provide for the user pointing at or hovering onone of the activatable links to a channel, e.g., “Channel 2” as shown inFIG. 6. In essence, the first level of input may not involve the usercompleting a positive act. The second level of input may provide for theuser actually selecting one of the channels by a positive act, e.g.,clicking an activatable link to a particular channel. In an embodimentwhere the network entity's processing system 600 prompts for first andsecond inputs, the network entity's processing system 600 may highlightor project the activatable link to a channel in response to receivingthe first level of input from the user. This phenomenon is visible inFIG. 6 where the network entity's processing system 600 changes the fontassociated with “Channel 2.” In other embodiments, the network entity'sprocessing system 600 may magnify the text associated with theactivatable link for “Channel 2” or may present a box around “Channel 2”or the like. In this manner, the user may select the highlighted orprojected activatable link associated with “Channel 2” by entering thesecond level of input, i.e., clicking the highlighted or projectedactivatable link. Prompting the user to enter two levels of input mayprevent the user from inadvertently selecting another channel.

FIGS. 7 and 8 display screenshots 1100 and 1200 respectfully, of theinvention where, after the user selects an activatable link to achannel, the network entity's processing system 600 generates andpresents activatable links to a plurality of contact options associatedwith the selected channel. In this embodiment, the possible contactoptions may be presented in at least one call-out panel on the firstinterface page, without redirecting the user to a second interface page.In another embodiment, the possible contact options may be presented onanother interface page to which the user is redirected or may bepresented in a pop-out window or a pop-up panel.

FIGS. 7 and 8 also display the estimated waiting time 1108 associatedwith each contact option. In one embodiment, as shown in FIGS. 7 and 8,the degree to which the estimated waiting time bar graph is shaded mayindicate the degree to which the corresponding contact option isunavailable. In other embodiments of the invention, other graphicalrepresentations may be used to illustrate the estimated waiting time.According to FIG. 8, “Email” may be the contact option with the bestavailability, i.e., the shortest estimated waiting time, and “Click toCall” may be the contact option with the worst availability, i.e., thelongest estimated waiting time. In one embodiment, when the estimatedwaiting time bar graph is fully shaded for a particular contact option,the network entity's processing system 600 may indicate to the user thatthe contact option may be unavailable, i.e., that the user may not beable to access the corresponding contact option even if the user iswilling to wait for a long time. In another embodiment, when theestimated waiting time bar graph is fully shaded, the network entity'sprocessing system 600 may indicate to the user that the estimatedwaiting time is greater than a particular threshold of waiting time,e.g., greater than one hour. This might save the network entity'sprocessing system 600 processing resources utilized in computing theexact duration of estimated waiting time. In still another embodiment,the network entity's processing system 600 may not present an estimatedwaiting time bar graph if a contact option is unavailable.

In one embodiment, the network entity's processing system 600 maypresent a separate legend, which may be color-coded so that the user mayeasily understand how the estimated waiting time for a contact optioncompares with the estimated waiting times of other contact options. Forinstance, in one embodiment, the legend shows that a green colored bargraph may be used to indicate an available contact option, a red coloredbar graph may be used to indicate an unavailable contact option, and abar graph that has a mixture of the two colors may be used to depict thedegree to which a particular contact option is available or unavailable.Additionally, it is noted that any feasible graphical or visualrepresentation may be used to illustrate estimated waiting times.

In one embodiment, as shown in FIGS. 7 and 8, the network entity'sprocessing system 600 may present the estimated waiting time 1108 foreach contact option in the same call-out panel as the activatable linksto the contact options 1104. In another embodiment, the network entity'sprocessing system 600 may present the estimated waiting times in adifferent call-out panel from the panel that displays the activatablelinks to the contact options. In still another embodiment, the networkentity's processing system 600 may present the estimated waiting timefor a contact option only after an activatable link to the contactoption is selected.

In one embodiment where the estimated waiting time bar graphs arereplaced with standardized preference index bar graphs 1108, the degreeto which the standardized preference index bar graph is shaded mayindicate the degree to which the corresponding contact option ispreferred. Therefore, if in FIG. 8, the estimated waiting time bargraphs are replaced with standardized preference index bar graphs,“Email” may be the most preferred contact option, and “Click to Call”may be the least preferred contact option. As illustrated, “Click toCall” is fully shaded which may indicate that it may be unavailable atthe instant when the screenshot was taken. In one embodiment, when thestandardized preference index bar graph is completely shaded for aparticular contact option, the network entity's processing system 600may indicate to the user that the contact option may be unavailable,i.e., that the user may not be able to access the corresponding contactoption even if the user is willing to wait for a long time or incur hugeexpenses in utilizing that particular contact option. In anotherembodiment, when the standardized preference index bar graph iscompletely shaded, the network entity's processing system 600 mayindicate to the user that the standardized preference index may be belowa minimum preference index threshold. In still another embodiment, thenetwork entity's processing system 600 may not present a standardizedpreference index bar graph for a particular contact option if thatparticular contact option is unavailable.

In one embodiment where a standardized preference index is presented foreach contact option, the network entity's processing system 600 maypresent a separate legend, which may be color-coded, so that the usercan easily understand how the standardized preference index for acontact option compares with the standardized preference indexes ofother contact options. For instance, in one embodiment, the legend showsthat a green colored bar graph may be used to indicate the mostpreferred contact option, a red colored bar graph may be used toindicate the least preferred contact option, and a bar graph that has amixture of the two colors may be used to depict the degree to which aparticular contact option is preferred or not preferred.

In one embodiment, the ability of the network entity's processing system600 to generate and present a standardized preference index for each ofthe plurality of contact options may be part of the back-endintelligence of the network entity's processing system 600 because thenetwork entity's processing system 600 presents knowledge regarding thestatus of each contact option.

In one embodiment, the network entity's processing system 600 maypresent the standardized preference index for each contact option in thesame call-out panel as the activatable links to the contact options. Inanother embodiment, the network entity's processing system 600 maypresent the standardized preference indexes in a different call-outpanel from the panel that displays the activatable links to the contactoptions. In still another embodiment, the network entity's processingsystem 600 may present the standardized preference index for a contactoption only after an activatable link to that contact option isselected. In still another embodiment, the network entity's processingsystem 600 may present an activatable link in the place of thestandardized preference indexes. Selecting the activatable link mayredirect the user to an interface page with the standardized preferenceindex for each contact option.

In one embodiment, the network entity's processing system 600 mayrequire two levels of input to select a contact option: a first level ofinput and a second level of input. The first level of input may consistof the user pointing at or hovering on one of the activatable links to acontact option, e.g., “Contact Option 2” or “Click to Call” as shown inFIG. 7 and FIG. 8, respectively. In essence, the first level of inputmay not involve the user completing a positive act. The second level ofinput may consist of the user actually selecting one of the contactoptions by a positive act, e.g., clicking an activatable link to aparticular contact option. In an embodiment where the network entity'sprocessing system 600 prompts for first and second inputs, the networkentity's processing system 600 may highlight or project the activatablelink to a contact option in response to receiving the first level ofinput from the user. This phenomenon may be visible in FIGS. 7 and 8where the network entity's processing system 600 changes the fontassociated with “Contact Option 2” and “Click to Call,” respectively. Inother embodiments, the network entity's processing system 600 maymagnify the text associated with the activatable links for “ContactOption 2” and “Click to Call” or may present a box around “ContactOption 2” and “Click to Call.” In this manner, the user may select thehighlighted or projected activatable links associated with “ContactOption 2” or “Click to Call” by entering the second level of input,i.e., clicking the highlighted or projected activatable links. Promptingthe user to enter two levels of input may prevent the user frominadvertently selecting another contact option.

In one embodiment, the network entity's processing system 600 may alsogenerate and present each of the available agents associated with theselected contact option and the selected channel. In such an embodiment,the user may select a specific agent from the presented plurality ofavailable agents.

FIG. 9 displays a screenshot 1300 in which the user selected the “Clickto Call” option on the first interface page, and since this contactoption is unavailable, the network entity's processing system 600 maypresent a status message, which may include the hours of operation orthe like, in a pop-up panel 1304. In one embodiment, the networkentity's processing system 600 may present the status message as apop-window on the interface. In still another embodiment, the networkentity's processing system 600 may redirect the user to anotherinterface page that presents the status message. If the selected contactoption is no longer available for the selected channel, the networkentity's processing system 600 may configure the status message toindicate that the selected channel is no longer available.

As shown in FIG. 9, in one embodiment, status message includes the phonenumbers for the channel so that a user may contact the selectedchannel's interactive voice response (“IVR”) functionality even thoughthe channel is not available. In one embodiment, the IVR functionalityassociated with a channel may provide an automated attendant to interactwith a user. In one embodiment where the entity is a financialinstitution, the automated attendant may be able to assist the user withfunctions such as checking the balance of the user's account, paying thebalance on the user's account, or the like.

FIG. 10A displays a screenshot 1400 that results from the userselecting, on a computing device, the “Other” option from among theplurality of channels. Subsequently, the network entity's processingsystem 600 may generate and present activatable links to a plurality ofchannels including channels unrelated to the interface page, activatablelinks to a plurality contact options associated with each of theplurality of channels, information regarding each of the plurality ofcontact options, and estimated waiting times or standardized preferenceindexes associated with each of the plurality of contact options. In oneembodiment, the network entity's processing system 600 may present, on asecond interface page 1404 (see FIG. 10B) to which the user isredirected, activatable links to the plurality of channels includingchannels unrelated to the first interface page along with the otherrelated data. Alternatively, the network entity's processing system 600may present all of this information in a call-out panel or pop-up panelon the first interface page, or in a separate pop-up window.

FIG. 11 displays a screenshot 1500 of a mobile interface page with anactivatable indicium 1504, wherein the activatable indicium is presentedaccording to the embodiments described above. In the illustrated exampleof FIG. 11 the activatable indicium 1504 takes the form of an entity'slogo, while in other embodiments the activatable indicium may beidentifiable as an entry point for accessing contact information for anentity (e.g., the word “contact” or phrase “contact us”) or theactivatable indicium may take a form that is not readily identifiable asan entry point for accessing the contact information until theactivatable indicium is activated.

FIG. 12 displays a screenshot 1600 with an activatable indicium 1504,where the “Accounts” label and the “Menu” button occupy Mobile Panel A,while activatable links to a user's bank account occupy Mobile Panel B.Some mobile interface pages may have more panels, while some may havefewer panels. The mobile interface page may be a mobile webpage accessedthrough a mobile web browser, or the mobile interface page may be amobile application's interface page.

In the embodiment shown in FIG. 12, the activatable indium 1504 may bepresented on an interface page into which the user has beenauthenticated. However, in other embodiments, the activatable indiciummay be presented on an interface page into which the user has not beenauthenticated.

FIGS. 13 and 14 display screenshots 1700 and 1800, respectively, of anembodiment using a mobile platform and a mobile interface where afterthe user activates the activatable indicium 1504 located near the top ofthe mobile device 400 display, the network entity's processing system600 may generate and present activatable links to the plurality ofchannels 1305 on a new mobile interface page. As can be seen in FIGS. 13and 14, the activatable indicium 1504 may still be viewable on the newmobile interface page, so that the user may activate the activatableindicium 1504 without having to return to the first mobile interfacepage or any previous mobile interface pages.

In one embodiment using a mobile device, a first level of input, asdescribed in the above embodiments, may provide for the user pointing ator hovering on one of the activatable links to a channel, e.g., “Channel2” in FIG. 13 or “Banking Center” in FIG. 14. This phenomenon is visibleon the mobile interface in FIGS. 13 and 14 where the network entity'sprocessing system 600 may project the activatable links associated with“Channel 2” and “Banking Center,” respectively. In an embodiment using amobile device 400 with a touch screen, both the first input and secondinput, as described in above embodiments, may provide for the usertouching the appropriate activatable link to a channel on the mobileinterface. Therefore, in such an embodiment using a mobile device 400with a touch screen, a user may have to twice touch an activatable linkto a channel in order to select the channel.

FIGS. 15 and 16 display screenshots 1900 and 2000, respectively, of amobile interface where the network entity's processing system 600 maygenerate and present on a new mobile interface page activatable links toa plurality of contact options 1508. As can be seen in FIGS. 15 and 16,the activatable indicium 1504 may still be viewable on the new mobileinterface page, so that the user may activate the activatable indicium1504 without having to return to the first mobile interface page or anyprevious mobile interface pages.

In one embodiment using a mobile device, the first level of input, asdescribed in the above embodiments, may provide for the user pointing ator hovering on one of the activatable links to a contact option, e.g.,“Contact Option 2” in FIG. 15 or “Chat Now” in FIG. 16. This phenomenonis visible on the mobile interface in FIGS. 15 and 16 where the networkentity's processing system 600 may project the activatable linksassociated with “Contact Option 2” and “Chat Now,” respectively. In anembodiment using a mobile device 400 with a touch screen, both the firstinput and second input may provide for a user touching the appropriateactivatable link to a contact option on the mobile interface. Therefore,in such an embodiment, the user may have to twice touch an activatablelink to a contact option in order to select the contact option.

FIGS. 17 and 18 display screenshots 2100 and 2200, respectively, of anelectronic kiosk 2102 interface that displays the features describedabove with respect to a computing device. The activatable indicium 2104on the kiosk interface 2100 is presented according to the embodimentsdescribed above. In the illustrated example of FIGS. 17 and 18, theactivatable indicium 2104 takes the form of an entity's logo, while inother embodiments, the activatable indicium may be identifiable as anentry point for accessing contact information for an entity (e.g., theword “contact” or phrase “contact us”) or the activatable indicium maytake a form that is not readily identifiable as the entry point foraccessing the contact information until the activatable indicium isactivated.

FIG. 18 displays a screenshot 2200 of one embodiment of the inventionwhere after the user activates the activatable indicium, the networkentity's processing system 600 may generate and present activatablechannel links 2206 to the plurality of channels. The activatable linksto channels may be presented in at least one call-out panel on the firstinterface page, without redirecting the user to a second interface page.

As displayed in FIG. 18, after the user selects an activatable link to achannel, the network entity's processing system 600 may generate andpresent activatable links 2208 to a plurality of contact optionsassociated with the selected channel.

FIG. 18 also displays the estimated waiting time 1808 associated witheach contact option.

Single Identifiable Entry Point Environment

In FIG. 1, the user 110 may be a past, current, or future customer orjust a person who wishes to ask a question, regardless of whether thequestion is of a general or specific nature. The computing device 300 orworkstation 500 may be any device that employs a processor and memoryand can perform computing functions, such as a personal computer. Acomputing device may also be an electronic kiosk or a banking ATMcenter.

The user's computing device 300, the agent's workstation 500, thenetwork entity's processing system 600 are each described in greaterdetail below with reference to FIGS. 20-23. In FIG. 1, the network 150may include a local area network (LAN), a wide area network (WAN),and/or a global area network (GAN). The network 150 may provide forwireline, wireless, or a combination of wireline and wirelesscommunication between devices in the network. In one embodiment, thenetwork 150 includes the Internet. In one embodiment, the network 150may include a wireless telephone network 152, as seen in FIG. 19.

In FIG. 1, a computing device 300 may be configured to connect with thenetwork 150 to log the user 110 into the network entity's processingsystem 600. The computing device 300 may be a personal computer, tablet,electronic kiosk, or the like. In one embodiment, the network entity'sprocessing system 600 may be the processing system that hosts theentity's website, mobile website, and the like. In one embodiment, thisprocessing system may be a web server. In one embodiment, the user 110may access the network entity's processing system 600, regardless ofwhether the user 110 is authenticated into the network entity'sprocessing system 600. In another embodiment, the network entity'sprocessing system 600 may allow authentication of the user 110 in orderto access the user's account on the network entity's processing system600. For example, the network entity's processing system 600 is a systemwhere a user 110 logs into his/her account such that the user 110 orother entity may access data that is associated with the user 110. Forexample, in one embodiment of the invention, the network entity'sprocessing system 600 may be a network entity's processing systemmaintained by a financial institution. In such an embodiment, the user110 may use the computing device 300 to log into the network entity'sprocessing system 600 to access the user's banking account. Logging intothe network entity's processing system 600 generally requires that theuser 110 authenticate his/her identity using a user name, a passcode, acookie, a biometric identifier, a private key, a token, and/or anotherauthentication mechanism that is provided by the user 110 to the networkentity's processing system 600 via the computing device 300.

In FIG. 1, the network entity's processing system 600 may be in networkcommunication with other devices, such as other processing systems, adata system that may store various types of data, and a workstation 500that is configured to communicate with the network 150 to log an agent120 into the network entity's processing system 600. In one embodiment,the invention may provide an application download server such thatsoftware applications that support the network entity's processingsystem 600 may be downloaded to the user's computing device 300 ormobile device 400.

In some embodiments of the invention, the application download servermay be configured to be controlled and managed by one or morethird-party data providers over the network 150. In other embodiments,the application download server may be configured to be controlled andmanaged over the network 150 by the same entity that maintains theprocessing system 600. In some embodiments of the invention, the datasystem is configured to be controlled and managed by one or morethird-party data providers over the network 150. In other embodiments,the data system may be configured to be controlled and managed over thenetwork 150 by the same entity that maintains the processing system 600.

Referring now to FIG. 19, FIG. 19 is similar to FIG. 1, except thecomputing device 300 is replaced with a mobile device 400. As usedherein, a “mobile device” 400 may be any mobile communication device,such as a cellular telecommunications device (i.e., a cell phone ormobile phone), personal digital assistant (PDA), a mobile Internetaccessing device, or other mobile device. In one embodiment, a networkentity's mobile processing system, rather than the network entity'sprocessing system 600, may perform the processes associated with theuser's mobile device.

Referring now to FIG. 20, the computing device 300 associated with theuser 110 may also include various features, such as a networkcommunication interface 310, a processing device 320, a user interface330, and a memory device 350. The network communication interface 310may include a device that allows the computing device 300 to communicateover the network 150 (shown in FIG. 1). In one embodiment of theinvention, a network browsing application 355 provides for the user toestablish network communication with a network entity's processingsystem 600 (shown in FIG. 1) for the purpose of contacting the networkentity.

As used herein, a “processing device,” such as the processing device320, may generally refer to a device or combination of devices havingcircuitry used for implementing the communication and/or logic functionsof a particular system. For example, a processing device 320 may includea digital signal processor device, a microprocessor device, and variousanalog-to-digital converters, digital-to-analog converters, and othersupport circuits and/or combinations of the foregoing. Control andsignal processing functions of the system are allocated between theseprocessing devices according to their respective capabilities. Theprocessing device 320 may further include functionality to operate oneor more software programs based on computer-executable program codethereof, which may be stored in a memory. As the phrase is used herein,a processing device 320 may be “configured to” perform a certainfunction in a variety of ways, including, for example, by having one ormore general-purpose circuits perform the function by executingparticular computer-executable program code embodied incomputer-readable medium, and/or by having one or moreapplication-specific circuits perform the function.

As used herein, a “user interface” 330 may generally include a pluralityof interface devices and/or software that allows the user 110 to inputcommands and data to direct the processing device to executeinstructions. For example, the user interface 330 presented in FIG. 20may include a graphical user interface (GUI) or an interface to inputcomputer-executable instructions that direct the processing device 320to carry out specific functions. The user interface 330 may employcertain input and output devices to input data received from the user110 or agent 120 or output data to the user 110 or agent 120. Theseinput and output devices may include a display, mouse, keyboard, button,touchpad, touch screen, microphone, speaker, joystick, switch, and/orother user input/output devices for communicating with one or more usersor agents.

As used herein, a “memory device” 350 may generally refer to a device orcombination of devices that store one or more forms of computer-readablemedia for storing data and/or computer-executable programcode/instructions. Computer-readable media is defined in greater detailbelow. For example, in one embodiment, the memory device 350 may includeany computer memory that provides an actual or virtual space totemporarily or permanently store data and/or commands provided to theprocessing device 320 when it carries out its functions describedherein.

FIG. 21 provides a block diagram illustrating the mobile device 400 ofFIG. 19 in more detail, in accordance with embodiments of the invention.In one embodiment of the invention, the mobile device 400 may be amobile telephone. However, it should be understood, however, that amobile telephone is merely illustrative of one type of mobile device 400that may benefit from, employ, or otherwise be involved with embodimentsof the present invention and, therefore, should not be taken to limitthe scope of embodiments of the present invention. Other types of mobiledevices 400 may include portable digital assistants (PDAs), pagers,mobile televisions, gaming devices, laptop computers, cameras, videorecorders, audio/video player, radio, GPS devices, any combination ofthe aforementioned, or the like.

The mobile device 400 may generally include a processor 410 communicablycoupled to such devices as a memory 420, user output devices 436, userinput devices 440, a network interface 460, a power source 415, a clockor other timer 450, a camera 480, and a positioning system device 475.The processor 410, and other processors described herein, may generallyinclude circuitry for implementing communication and/or logic functionsof the mobile device 400. For example, the processor 410 may include adigital signal processor device, a microprocessor device, and variousanalog to digital converters, digital to analog converters, and/or othersupport circuits. Control and signal processing functions of the mobiledevice 400 may be allocated between these devices according to theirrespective capabilities. The processor 410 thus may also include thefunctionality to encode and interleave messages and data prior tomodulation and transmission. The processor 410 may additionally includean internal data modem. Further, the processor 410 may includefunctionality to operate one or more software programs, which may bestored in the memory 420. For example, the processor 410 may be capableof operating a connectivity program, such as a web browser application422. The web browser application 422 may then allow the mobile device400 to transmit and receive web content, such as, for example,location-based content and/or other web page content, according to aWireless Application Protocol (WAP), Hypertext Transfer Protocol (HTTP),and/or the like. The processor 410 may also be capable of operating aclient application, such as a contact application that is represented byblock 421. The contact application 421 may be capable of contacting achannel within an entity or providing contact information for a channelwithin an entity.

The processor 410 may be configured to use the network interface 460 tocommunicate with one or more other devices on the network 150. In thisregard, the network interface 460 may include an antenna 476 operativelycoupled to a transmitter 474 and a receiver 472 (together a“transceiver”). The processor 410 may be configured to provide signalsto and receive signals from the transmitter 474 and receiver 472,respectively. The signals may include signaling information inaccordance with the air interface standard of the applicable cellularsystem of the wireless telephone network 152 in FIG. 19. In this regard,the mobile device 400 may be configured to operate with one or more airinterface standards, communication protocols, modulation types, andaccess types. By way of illustration, the mobile device 400 may beconfigured to operate in accordance with any of a number of first,second, third, and/or fourth-generation communication protocols and/orthe like. For example, the mobile device 400 may be configured tooperate in accordance with second-generation (2G) wireless communicationprotocols IS-136 (time division multiple access (TDMA)), GSM (globalsystem for mobile communication), and/or IS-95 (code division multipleaccess (CDMA)), or with third-generation (3G) wireless communicationprotocols, such as Universal Mobile Telecommunications System (UMTS),CDMA2000, wideband CDMA (WCDMA) and/or time division-synchronous CDMA(TD-SCDMA), with fourth-generation (4G) wireless communicationprotocols, and/or the like. The mobile device 400 may also be configuredto operate in accordance with non-cellular communication mechanisms,such as via a wireless local area network (WLAN) or othercommunication/data networks.

The network interface 460 may also include an entry point interface foraccessing contact information. This interface is represented by theentry point network interface 471 in FIG. 21. The entry point interface471 may include software, such as encryption software, and hardware,such as a modem, for communicating information to and/or from one ormore devices on a network 150. For example, the mobile device 400 may beconfigured so that it can be used to contact a channel within a networkentity using a contact option configured for the mobile device 400.

As described above, the mobile device 400 may have a user interface thatincludes user output devices 436 and/or user input devices 440. The useroutput devices 436 may include a display 430 (e.g., a liquid crystaldisplay (LCD) or the like) and a speaker 432 or other audio device,which are operatively coupled to the processor 410. The user inputdevices 440, which may allow the mobile device 400 to receive data froma user such as the user 110, may include any of a number of devicesallowing the mobile device 400 to receive data from a user, such as akeypad, keyboard, touch-screen, touchpad, microphone, mouse, joystick,other pointer device, button, soft key, and/or other input device(s).

The mobile device 400 may further include a power source 415, such as abattery, for powering various circuits and other devices that are usedto operate the mobile device 400. Embodiments of the mobile device 400may also include a clock or other timer 450 configured to determine and,in some cases, communicate actual or relative time to the processor 410or one or more other devices.

The mobile device 400 may also include a memory 420 operatively coupledto the processor 410. As used herein, memory may include any computerreadable medium (as defined herein below) configured to store data,code, or other information. The memory 420 may include volatile memory,such as volatile Random Access Memory (RAM) including a cache area forthe temporary storage of data. The memory 420 may also includenon-volatile memory, which can be embedded and/or may be removable. Thenon-volatile memory may additionally or alternatively include anelectrically erasable programmable read-only memory (EEPROM), flashmemory or the like.

The memory 420 may store any of a number of applications which comprisecomputer-executable instructions/code executed by the processor 410 toimplement the functions of the mobile device 400 described herein. Forexample, the memory 420 may include such applications as a web browserapplication 422 and/or a contact application 421. In one embodiment ofthe invention, the user 110 may interact with the network entity'sprocessing system 600 via the web browser application 422. In anotherembodiment, the user 110 may additionally interact with the networkentity's processing system 600 via a contact application 421. Thecontact application 421 may be capable of contacting a channel within anentity or providing contact information for a channel within an entity.These applications may also typically provide a graphical user interface(GUI) on the display 430 that may allow the user 110 to communicate withthe workstation 500, the network entity's processing system 600, and/orother devices or systems. In one embodiment of the invention, when theuser 110 decides to use the contact application provided by an entity,the user 110 may download or otherwise obtain the contact applicationfrom the network entity's processing system 600 or from a distinctapplication server.

The memory 420 may also store any of a number of pieces of information,and data, used by the mobile device 400 and the applications and devicesthat make up the mobile device 400 or are in communication with themobile device 400 to implement the functions of the mobile device 400and/or the other systems described herein. For example, the memory 420may include such data as user authentication information, contactinformation for a network entity, etc.

Referring now to FIG. 22, the workstation 500 associated with the agent120 may also include various features, such as a network communicationinterface 510, a processing device 520, a user interface 530, and amemory device 550. The network communication interface 510 may include adevice that allows the workstation 500 to communicate over the network150. In one embodiment of the invention, a network browsing application555 may provide for a user to establish network communication withnetwork entity's processing system 600 for the purpose of initiatingcontact with the network entity, in accordance with embodiments of theinvention.

As used herein, a “processing device,” such as the processing device520, may generally refer to a device or combination of devices havingcircuitry used for implementing the communication and/or logic functionsof a particular system. For example, a processing device 520 may includea digital signal processor device, a microprocessor device, and variousanalog-to-digital converters, digital-to-analog converters, and othersupport circuits and/or combinations of the foregoing. Control andsignal processing functions of the system may be allocated between theseprocessing devices according to their respective capabilities. Theprocessing device 520 may further include functionality to operate oneor more software programs based on computer-executable program codethereof, which may be stored in a memory. As the phrase is used herein,a processing device 520 may be “configured to” perform a certainfunction in a variety of ways, including, for example, by having one ormore general-purpose circuits perform the function by executingparticular computer-executable program code embodied incomputer-readable medium, and/or by having one or moreapplication-specific circuits perform the function.

As used herein, a “user interface” 530 may generally include a pluralityof interface devices and/or software that allow a user to input commandsand data to direct the processing device to execute instructions. Forexample, the user interface 530 presented in FIG. 22 may include agraphical user interface (GUI) or an interface to inputcomputer-executable instructions that direct the processing device 520to carry out specific functions. The user interface 530 may employcertain input and output devices to input data received from the user110 or agent 120 or output data to the user 110 or agent 120. Theseinput and output devices may include a display, mouse, keyboard, button,touchpad, touch screen, microphone, speaker, light, joystick, switch,and/or other customer input/output device for communicating with one ormore customers.

As used herein, a “memory device” 550 may generally refer to a device orcombination of devices that store one or more forms of computer-readablemedia for storing data and/or computer-executable programcode/instructions. Computer-readable media is defined in greater detailbelow. For example, in one embodiment, the memory device 550 may includeany computer memory that provides an actual or virtual space totemporarily or permanently store data and/or commands provided to theprocessing device 520 when it carries out its functions describedherein.

FIG. 23 provides a block diagram illustrating the network entity'sprocessing system 600 in greater detail, in accordance with anembodiment of the invention. As illustrated in FIG. 23, in oneembodiment of the invention, the network entity's processing system 600may include a processing device 620 operatively coupled to a networkcommunication interface 610 and a memory device 650. In certainembodiments, the network entity's processing system 600 may be operatedby the network entity, while in other embodiments, the entity'sprocessing system 600 may be operated by an entity other than thenetwork entity.

It should be understood that the memory device 650 may include one ormore databases or other data structures/repositories. The memory device650 may also include computer-executable program code that instructs theprocessing device 620 to operate the network communication interface 610to perform certain communication functions of the network entity'sprocessing system 600 described herein. For example, in one embodimentof the network entity's processing system 600, the memory device 650 mayinclude, but may not be limited to, a network server application 670, anauthentication application 660, a user account data repository 680 whichmay include user authentication data 680 and user account information684, a client application 690, a web server application (not shown inFIG. 23), a mobile web server application (not shown in FIG. 23), one ormore other applications 691, and other computer-executable instructionsor other data. In one embodiment, a client application 690 may be anentry point or contact application for accessing contact information orinitiating contact with a network entity. In one embodiment, forinstance, the client application 690 may be an online banking or mobilebanking application. The computer-executable program code of the networkserver application 670, the authentication application 660, the clientapplication 690, or the other applications 691 may instruct theprocessing device 620 to perform certain logic, data-processing, anddata-storing functions of the network entity's processing system 600described herein, as well as communication functions of the networkentity's processing system 600.

In one embodiment, the user account data repository 680 may include userauthentication data 682 and user account information 684. The networkserver application 670, the authentication application 660, the clientapplication 690, and the other applications 691 may be configured toimplement user account information 684 and the user authentication data682, when authenticating the user 110 to the network entity's processingsystem 600.

As used herein, a “communication interface” may generally include amodem, server, transceiver, and/or other device for communicating withother devices on a network, and/or a user interface for communicatingwith one or more customers. Referring again to FIG. 23, the networkcommunication interface 610 may be a communication interface having oneor more communication devices configured to communicate with one or moreother devices on the network 150, such as the mobile device 400, thecomputing device 300, the network entity's processing system 600, otherprocessing systems, data systems, etc. The processing device 620 may beconfigured to use the network communication interface 610 to transmitand/or receive data and/or commands to and/or from the other devicesconnected to the network 150.

In one embodiment of the invention, the network entity's processingsystem 600 may support mobile devices used by the user 110 or the agent120. In such an embodiment, the network entity's processing system 600may support mobile processing functions and may essentially be a mobileprocessing system. In another embodiment of the invention, a separatemobile processing system may be provided to support mobile devices usedby the user 110 or the agent 120.

In one embodiment of the invention, the network entity's processingsystem 600 may support electronic kiosks or banking ATM center machinesused by the user 110 or the agent 120. In such an embodiment, thenetwork entity's processing system 600 may support electronic kiosk orbanking ATM center functions and may essentially be an electronic kioskor banking ATM processing system. In another embodiment of theinvention, a separate electronic kiosk or banking ATM processing systemmay be provided to support electronic kiosks or banking ATM centers usedby the user 110 or the agent 120.

In one embodiment of the invention, the network entity's processingsystem 600 may include local application processing functions as well.Local application processing functions may include the capability tosupport an application that is accessible by selected agents within anentity. In a further embodiment, the network entity's processing system600 may be distinct from the network entity's internal processing systemthat may be accessible by selected agents within an entity.

Contact Management System and Environment

FIG. 24 provides a block diagram illustrating a computer networkenvironment 2300 configured for providing contact information for afirst agent initiating contact with a second agent associated with anentity, in accordance with an embodiment of the invention. Asillustrated in FIG. 24, the computer network environment 2300 mayinclude a workstation 500 operable by a first agent 2310 and aworkstation 500 operable by a second agent 2320. The first agent may bea human agent or a bot (or automated agent) associated with an entity.The second agent may be a human agent or a bot (or automated agent)associated with an entity. Both workstations may be in electroniccommunication via an internal network 2350, which may be an intranet orthe like. Additionally, the computer network environment 2300 mayinclude the entity's internal processing system 2360, configured toenable the first agent to access, via the internal network, the secondagent's contact information or to facilitate contact, via the internalnetwork 2350, between the first agent and the second agent. The networkentity's internal processing system 2360 is configured to be accessibleto selected agents associated with the entity.

In summary, the network entity's internal processing system 2360 mayinitiate handling of a user's contact request that is transmitted to theentity by assigning the contact request to a first agent 2310 that meetsthe criteria specified in a user's contact request. In order to assistthe first agent 2310 in addressing the user's contact request, thenetwork entity's internal processing system 2360 may initiate thepresentation of an activatable indicium on the first agent's interface,so that the first agent may obtain assistance from other agents such asthe second agent 2320 in a faster, more efficient, and better informedmanner. In one embodiment, the activatable indicium may take the form ofan entity's logo, while in other embodiments the activatable indiciummay be identifiable as an entry point for accessing contact informationfor other channels of an entity (e.g., the word “contact” or phrase“contact other agents”) or the activatable indicium may take a form thatis not readily identifiable as an entry point for accessing the contactinformation until the activatable indicium is activated.

Contact Management System Process Flow Involving a First Agent and aSecond Agent

FIGS. 25, 26, and 27 provide flow charts illustrating a process 2400 forhandling or managing a contact request, in accordance with an embodimentof the invention. FIGS. 25, 26, and 27 illustrate the flow charts interms of “swim lanes” associated with entities which may perform theoperations in each respective swim lane. The entities illustrated in theexemplary Figures are 1) a network entity's internal processing system,2) a first agent using a workstation, 3) a user using a computing deviceor a mobile device, and 4) a second agent using a workstation. However,it should be noted that other entities could also be involved and someembodiments of the invention may not be limited to the four entitiesillustrated in FIGS. 25, 26, and 27. Additionally, it should beunderstood that, in other embodiments of the invention, the entitiesneed not be required to perform the actions illustrated in eachrespective swim lane. For example, some of the process steps describedherein may be performed by the first entity (or other entities) eventhough the element may be illustrated as in the swim lane of the secondentity. Similarly, in some embodiments, some of the process steps may beperformed by the second entity (or other entities) even though theelement may be illustrated as in the swim lane of the first entity.

The process begins at block 2204 of FIG. 25 where the network entity'sinternal processing system 2360, in one embodiment, may generate anestimated waiting time to initiate contact with each of a plurality ofagents, where each agent from the plurality of agents is associated withat least one channel and is contactable via at least one contact option.In one embodiment, a channel may be referred to as a “second agenttype.” In one embodiment, the estimated waiting time may be generated asa real-time estimate, while in another embodiment the estimated waitingtime may be generated as a delayed estimate. In further embodiments, theestimated waiting time may be manually input into the network entity'sinternal processing system 2360 by a managing agent. In one embodiment,the network entity's internal processing system 2360 may generate astandardized preference index for each of the plurality of agents. Boththe estimated waiting time and standardized preference index may begenerated according to embodiments presented earlier.

In one embodiment, the network entity's internal processing system 2360may order the plurality of agents based on the estimated waiting timeassociated with each of the plurality of agents. In another embodiment,the network entity's internal processing system 2360 may order theplurality of agents according to the standardized preference indexassociated with each of the plurality of agents. In one embodiment, thenetwork entity's internal processing system 2360 may organize theplurality of agents according to one or more parameters. In oneembodiment, the network entity's internal processing system 2360 mayorganize the plurality of agents based on the channel associated witheach agent. In another embodiment, the network entity's internalprocessing system 2360 may organize the plurality of agents based on thecontact options that may be used for contacting each of the plurality ofagents. In some embodiments, organizing the agents is useful so that anetwork entity's internal processing system 2360 may easily assign thecontact request to an agent from one of these several organized lists.In other embodiments, the network entity's internal processing system2360 may not organize or order the plurality of agents and in thoseembodiments, the contact request may be dynamically assigned to an agentthat meets the criteria indicated in a contact request. In suchembodiments where the contact request is dynamically assigned to anagent, the network entity's internal processing system 2360 may savecomputing resources utilized in organizing or ordering the plurality ofagents.

The process moves to block 2208 of FIG. 25 where, in one embodiment, thenetwork entity's internal processing system 2360 may receive a contactrequest from a user using a computing device 300 or mobile device 400that transmits the contact request at block 2212 of FIG. 25.

The process then moves to block 2216 of FIG. 25 where, in oneembodiment, the network entity's internal processing system 2360 maydetermine whether there is at least one agent from the plurality ofagents, wherein the at least one agent meets the criteria indicated inthe contact request. In one embodiment, the criteria may require thatthe agent is associated with the channel selected by the user and thatthe agent is contactable via the contact option selected by the user.

If the network entity's internal processing system 2360 determines atblock 2216 of FIG. 25 that there is no agent that meets the criteria inthe user's contact request, the network entity's internal processingsystem 2360 may, at block 2220 of FIG. 25, generate and present a statusmessage to the user. The status message may indicate the reason why theuser's contact request cannot be processed by the network entity'sinternal processing system 2360. The status message may indicate thatthere are no agents that meet the criteria specified in the user'scontact request. The status message may prompt the user to modify thecriteria specified in the user's contact request. The status message mayalso indicate that either the channel specified in the contact requestis currently unavailable or that the contact option specified in thecontact request is currently unavailable. If agents associated with thechannel specified in the contact request, or agents contactable by thecontact option specified in the contact request, are only available atspecific times during a day or a week, the status message may indicatethis information.

If the network entity's internal processing system 2360 determines atblock 2216 of FIG. 25 that there is at least one agent that meets thecriteria in the user's contact request, then the process moves to block2224 of FIG. 25 where, in one embodiment, the network entity's internalprocessing system 2360 may determine an agent that has the lowestestimated waiting time or the highest standardized preference index fromamong the agents that meet the criteria specified in the user's contactrequest. In one embodiment, the network entity's internal processingsystem 2360 may just select the agent with the lowest estimated waitingtime or the highest standardized preference index from the previouslyorganized lists of agents. In one embodiment, the network entity'sinternal processing system 2360 may determine the agent with the lowestestimated waiting time or the highest standardized preference indexbased on delayed information regarding the agents. However, in otherembodiments, the network entity's internal processing system 2360 maydynamically determine in real-time the agent that has the lowestestimated waiting time or the highest standardized preference index fromamong the agents that meet the criteria specified in the user's contactrequest.

The process then moves to block 2228 of FIG. 25 where, in oneembodiment, the network entity's internal processing system 2360 mayassign the contact request to a first agent at a workstation. In oneembodiment, at block 2232 of FIG. 25, the first agent using aworkstation may receive the contact request from the network entity'sinternal processing system 2360.

The process then moves to block 2236 of FIG. 25 where the networkentity's internal processing system 2360 may determine whether at leastone data integration event needs to be generated. A data integrationevent may represent activity associated with a user's activation of auser's activatable indicium on a computing device 300 or mobile device400. For instance, if a user was on an interface page for making a moneytransfer to another account, and activated the activatable indicium onthat interface page, then the integration event may note that the userwas on the money transfer interface page prior to or at the instant ofactivating the activatable indicium. A network entity's internalprocessing system 2360 may transmit a data integration event to thefirst agent so that the first agent may understand the user's reasonsfor contacting the channel. This may enable the first agent to betterassist the user. In one embodiment, the user may prevent the networkentity's internal processing system 2360 from transmitting a dataintegration event to the agent. In such an embodiment, the networkentity's internal processing system 2360 may present to the user anoption of whether the user wants to permit the network entity's internalprocessing system 2360 to transmit a data integration event to the firstagent. In one embodiment, the network entity's internal processingsystem 2360 may automatically transmit a data integration event when theuser is authenticated into an account associated with the user. In oneembodiment, the network entity's internal processing system 2360 may nottransmit a data integration event when a user is not authenticated intoan account associated with the user.

If the network entity's internal processing system 2360 determines atblock 2236 of FIG. 25 that a data integration event needs to begenerated, then the process moves to block 2240 of FIG. 25 where thenetwork entity's internal processing system 2360 may generate andtransmit a data integration event to the first agent at a workstationassociated with the network entity.

The process moves to block 2244 of FIG. 25 where, in one embodiment, thefirst agent at a workstation may receive the data integration eventtransmitted from the network entity's internal processing system 2360.

The process then moves to block 2248 of FIG. 25 where, in oneembodiment, the network entity's internal processing system 2360 mayfacilitate contact via the selected contact option between the user andthe first agent associated with the channel selected by the user. Atblock 2248, the network entity's internal processing system 2360 maydetermine whether the first agent should initiate contact with the useror whether the user should initiate contact with the first agent. If thenetwork entity's internal processing system 2360 determines that theuser should initiate contact with the first agent, then the networkentity's internal processing system 2360 may prompt the user to contactthe first agent via the selected contact option. If the network entity'sinternal processing system 2360 determines that the first agent shouldinitiate contact with the user, then the network entity's internalprocessing system 2360 may prompt the first agent to contact the uservia the selected contact option.

The process then moves to block 2252 of FIG. 25 where, in oneembodiment, the first agent may determine that the contact request orthe user may need to be transferred to a second agent. In oneembodiment, the first agent may determine that the contact request oruser may need to be transferred if, after establishing contact with theuser, the first agent determines that the first agent does not have thecapability or expertise to resolve the user's question or concern. Inone embodiment, the first agent may determine that the user needs to betransferred if after establishing contact with the user via phone orchat, the first agent determines that the first agent does not have thecapability or expertise to resolve's the user's question or concern. Inone embodiment, the first agent may determine that the contact requestneeds to be transferred if after receiving the user's email or mail, thefirst agent determines that the first agent does not have the capabilityor expertise to resolve the user's question or concern.

If the network entity's internal processing system 2360 determines atblock 2252 of FIG. 25 that the user or the contact request needs to betransferred to another agent, in one embodiment, the first agent may, atblock 2256 of FIG. 25, transmit or submit a transfer request to thenetwork entity's internal processing system 2360. In one embodiment, thefirst agent may directly transfer the user or contact request to asecond agent without submitting a transfer request to the networkentity's internal processing system 2360. In one embodiment, the secondagent may be a specialist who has expertise associated with the questionor concern posed by the user.

If the network entity's internal processing system 2360 determines atblock 2252 of FIG. 25 that the user or the contact request need not betransferred to another agent, in one embodiment, the first agent may, atblock 2260 of FIG. 25, activate an activatable indicium for channelavailability and selection on the first agent's interface page at aworkstation. By activating an activatable indicium for channelavailability and selection on an interface page at a workstation, thefirst agent may contact a second agent without transferring the user orthe contact request to the second agent. In one embodiment, the secondagent may be a specialist who may have expertise associated with thequestion or concern posed by the user.

The process moves to block 2266 of FIG. 25 where, in one embodiment, thenetwork entity's internal processing system 2360 may receive a transferrequest from the first agent. In one embodiment, the transfer requestmay include any information that was included in the contact requestreceived by the first agent at block 2232. In another embodiment, thetransfer request may just include an identifier for the contact requestthat was received by the first agent at block 2232. The network entity'sinternal processing system 2360 may use this identifier to obtain a copyof the contact request. In another embodiment, the transfer request mayinclude information added by the first agent in addition to theinformation specified in the contact request.

The process then moves to block 2268 of FIG. 25 where, in oneembodiment, the network entity's internal processing system 2360 maydetermine whether there is at least one agent from a plurality ofagents, excluding the first agent, wherein the at least one agent meetsthe criteria indicated in the contact request. In one embodiment, thecriteria may require that the agent is associated with the channelselected by the user and that the agent is contactable via the contactoption selected by the user.

If the network entity's internal processing system 2360 determines atblock 2268 of FIG. 25 that there is no agent, excluding the first agent,that meets the criteria in the user's contact request that was receivedat block 2208 of FIG. 25 or in the first agent's transfer request if thedetails are specified in the transfer request that was received at block2266 of FIG. 25, the network entity's internal processing system 2360may generate and present a status message at block 2269 of FIG. 25 tothe user. The status message may indicate the reason why the user'scontact request cannot be processed by the network entity's internalprocessing system 2360. The status message may indicate that there areno agents that meet the criteria specified in the user's contactrequest. The status message may prompt the user to modify the criteriaspecified in the user's contact request. The status message may alsoindicate that either the channel specified in the contact request iscurrently unavailable or that the contact option specified in thecontact request is currently unavailable. If agents associated with thechannel specified in the contact request, or agents contactable by thecontact option specified in the contact request, are only available atspecific times during a day or a week, the status message may indicatethis information.

If the network entity's internal processing system 2360 determines atblock 2268 of FIG. 25 that there is at least one agent, excluding thefirst agent, that meets the criteria in the user's contact request thatwas received at block 2208 of FIG. 25 or in the first agent's transferrequest if the details are specified in the transfer request that wasreceived at block 2266 of FIG. 25, then the process moves to block 2270of FIG. 25 where, in one embodiment, the network entity's internalprocessing system 2360 may determine a second agent, excluding the firstagent, that has the lowest estimated waiting time or the higheststandardized preference index from among the agents that meet thecriteria specified in the user's contact request or the first agent'stransfer request if the details are specified in the transfer request.In one embodiment, the network entity's internal processing system 2360may just select the agent with the lowest estimated waiting time or thehighest standardized preference index from previously organized liststhat have been described earlier. In one embodiment, the networkentity's internal processing system 2360 may determine an agent with thelowest estimated waiting time or the highest standardized preferenceindex based on delayed information regarding the agents. However, inother embodiments, the network entity's internal processing system 2360may dynamically determine in real-time an agent that has the lowestestimated waiting time or the highest standardized preference index.

The process then moves to block 2274 of FIG. 25 where, in oneembodiment, the network entity's internal processing system 2360 mayassign the contact request to a second agent at a workstation.

The process then moves to block 2278 of FIG. 25 where, in oneembodiment, the second agent using a workstation associated with thenetwork entity may receive the contact request from the network entity'sinternal processing system 2360.

If the network entity's internal processing system 2360 determines thatthe first agent activated, at block 2260 of FIG. 25, the activatableindicium at the first agent's workstation, the process moves to block2406 of FIG. 26 where the network entity's internal processing system2360 may generate and present a plurality of channels to the firstagent.

The process moves to block 2402 of FIG. 26 where a network entity'sinternal processing system 2360 may present an activatable indiciumconfigured as an entry point for accessing contact information via acomputing device processor.

The process then moves to block 2404 of FIG. 26 where the first agent2310 using a workstation may activate the activatable indicium. In oneembodiment, a first agent may activate the activatable indicium on thefirst interface page by mouse-over, touch, button, click, keyboardinput, voice command, or the like. As stated earlier, the type of inputthat activates the activatable indicium is not limited to this list.

The process then moves to block 2406 of FIG. 26 where in one embodiment,when a first agent activates the activatable indicium, the networkentity's internal processing system 2360 may generate and present to thefirst agent activatable links to a plurality of channels associated withthe contact information-providing entity. In one embodiment, thesechannels may represent the various departments, tenants, lines ofoperation, lines of business, or the like into which an entity isdivided. For instance, if the entity is a financial institution, a firstchannel may be “Card” and a second channel may be “HL&I” and so on.

In one embodiment, the network entity's internal processing system 2360may only generate and present activatable links to a plurality ofchannels that are related to the other information presented on theinterface page. For instance, if the first agent is on a page related to“Debit Cards” at the instant when the activatable indicium is activated,then the network entity's internal processing system 2360 may presentactivatable links to channels such as “Account Transactions” and“Overdraft Service,” and may not present activatable links to channelssuch as “Mortgages” and “Credit Cards.” The network entity's internalprocessing system 2360 may also generate and present an “Other” optionamong the activatable links to a plurality of channels so that the firstagent may access channels not related to the interface page on which orat the instant when the activated indicium is activated.

In one embodiment, the network entity's internal processing system 2360may generate and present activatable links to a plurality of channelsregardless of whether they are related to the interface page on which orat the instant when the activatable indicium is activated.

In one embodiment, the network entity's internal processing system 2360may generate and present activatable links to a plurality of channelswith which the first agent, or a particular workstation in thepossession of the first agent, or even a particular computing location,e.g., Internet Protocol (IP) address, has previously establishedcontact. In one embodiment, the network entity's internal processingsystem 2360 may generate and present activatable links to a plurality ofchannels with which the first agent has most recently establishedcontact within a predefined period of time, e.g., the plurality ofchannels with which the first agent established contact in the precedingthree months or the like. In one embodiment, the network entity'sinternal processing system 2360 may generate and present activatablelinks to a plurality of channels with which a first agent hasestablished contact most often. Therefore, in some embodiments, thenetwork entity's internal processing system 2360 may store the contacthistory associated with the first agent, or a particular workstation, oreven a particular computing location, e.g., IP address. Thus, in someembodiments, a learning method may drive the network entity's internalprocessing system 2360 so that the network entity's internal processingsystem 2360 learns a first agent's contact habits and customizes thechannels that it generates and presents to the first agent.

In one embodiment, the network entity's internal processing system 2360may require two levels of input in order to activate the activatableindicium. When the first agent inputs the first level of input, thenetwork entity's internal processing system 2360 may acknowledge thisfirst level of input by magnifying the pictorial representation of theactivatable indicium. Alternatively, the network entity's internalprocessing system 2360 may present a highlighted box around theactivatable indicium or some other means of acknowledging the firstlevel of input. When the first agent inputs the second level of input,the network entity's internal processing system 2360 may presentactivatable channel links to the plurality of channels. There is anadvantage to prompting the first agent for two levels of input.Sometimes, the first agent may accidently activate the activatableindicium by accidently hovering over or clicking the activatableindicium. In such a situation, the network entity's processing systemmay generate and present activatable links to a plurality of channels ina panel that obstructs the first agent's view of the interface page. Inorder to prevent such a situation, the network entity's internalprocessing system 2360 may require two levels of input in order toactivate the activatable indicium.

The process then moves to block 2408 of FIG. 26 where in one embodiment,the first agent may select an activatable link to a channel from theplurality of channels presented in block 2406 of FIG. 26. In anotherembodiment, a first agent may select multiple activatable links tochannels. The first agent may select an activatable link to a channelusing previously-described input such as mouse-over, touch, button,click, keyboard input, or the like.

The process then moves to block 2412 of FIG. 26 where the networkentity's internal processing system 2360 may determine whether the firstagent selected an undefined activatable channel link, such as anactivatable channel link unrelated to the interface page on which theactivatable indicium is activated or at the instant when the activatableindicium is activated. In one embodiment, the first agent may select theactivatable link to the plurality of channels unrelated to the interfacepage by selecting the “Other” option from the list of activatable linksto channels presented to the first agent in block 2406 of FIG. 26.

If, at block 2412 of FIG. 26, the network entity's internal processingsystem 2360 determines that the first agent selected the activatablelink to the plurality of channels unrelated to the interface page onwhich or at the instant when the activatable indicium is activated,i.e., the “Other” option, then the process moves to block 2420 of FIG.26. Here, the network entity's internal processing system 2360 maygenerate and present activatable links to a plurality of channelsunrelated to the interface page on which or at the instant when theactivatable indicium is activated. In one embodiment, the activatablelinks to the unrelated channels may be presented on a new interface pageto which the first agent is redirected. In another embodiment, theactivatable links to the unrelated channels may be presented as a pop-upor call-out panel on the same interface page on which or at the instantwhen the activatable indicium is activated.

If, at block 2412, the network entity's internal processing system 2360determines that the first agent selected an activatable link to achannel other than an undefined, i.e., “other” channel, the processmoves to block 2424.

Subsequently, at block 2424 of FIG. 26, the network entity's internalprocessing system 2360 may generate and present activatable links to aplurality of contact options associated with the selected channel.Possible contact options may include voice, phone, text (Short MessageService or “SMS”), chat, mail, web, email, or the like. The possiblecontact options may not be limited to this list and may include anycontact option by which the first agent may initiate contact with thesecond agent.

In one embodiment, the network entity's internal processing system 2360may present only those contact options that are configured for the typeof computing platform and the type of electronic interface on which theactivatable indicium is activated. Furthermore, in another embodiment,the network entity's internal processing system 2360 may present onlythose contact options that are currently available to initiate contactwith the selected channel.

In one embodiment, the network entity's internal processing system 2360may generate and present activatable links to a plurality of contactoptions that a first agent, or a particular workstation, or even aparticular computing location, e.g., IP address, has previously used. Inone embodiment, the network entity's internal processing system 2360 maygenerate and present activatable links to a plurality of contact optionspreviously used by the first agent within a predefined period of time,e.g., the plurality of contact options that the first agent has used inthe preceding three months or the like. In one embodiment, the networkentity's internal processing system 2360 may generate and presentactivatable links to a plurality of contact options that the first agenthas used most frequently. Therefore, in some embodiments, the networkentity's internal processing system 2360 may store the contact optionhistory associated with the first agent, or a particular workstation, oreven a particular computing location, e.g., IP address. Therefore, insome embodiments, a learning method may drive the network entity'sinternal processing system 2360 so that the network entity's internalprocessing system 2360 learns the first agent's contact option habitsand customizes the contact options that it generates and presents to thefirst agent.

In one embodiment, the network entity's internal processing system 2360may only generate and present activatable links for those contactoptions that are configured for the computing platform and theelectronic interface on which the activatable indicium is activated. Asan example, on a workstation, the network entity's internal processingsystem 2360 may not present an automated call-in option if theworkstation is not equipped with the capability to place phone callsdirectly from the first agent's workstation. However, on a workstation,the network entity's internal processing system 2360 may still present acall-back option whereby the network entity's internal processing system2360 may present an input widget into which the first agent may enter aphone number that a second agent associated the entity may call toinitiate contact with the first agent. The network entity's internalprocessing system 2360 may also present a mail-in contact option,wherein selecting the mail-in option would present a mailing address towhich the first agent's question or concern may be directed.

The process then moves to block 2426 of FIG. 26 where the networkentity's internal processing system 2360 may generate and present anestimated waiting time for each of the plurality of contact optionsassociated with the selected channel. The estimated waiting time mayrepresent the time that would elapse before establishing contact withthe selected channel. In one embodiment, the estimated waiting time mayrepresent the time that would elapse before establishing contact with asecond agent at or associated with the selected channel.

In one embodiment, the estimated waiting time may be generated by amanually controlled administrative function. In such an embodiment, amanaging agent or other personnel at an entity may manually input anestimated waiting time for one or more contact options into the networkentity's internal processing system 2360. In such an embodiment, themanaging agent or personnel may also manually adjust or control theestimated waiting time based, at least in part, on one or more factorsconsidered by the managing agent or personnel. Such factors may includethe number of agents attempting to establish contact with other agents,the number and capacity of other agents at the entity to respond tothese contact attempts, or the like. The variety of factors may includeother factors that have not been described here.

In one embodiment, the network entity's internal processing system 2360may periodically re-generate and re-present an estimated waiting timefor each of the plurality of contact options associated with theselected channel. In one embodiment, the estimated waiting time may begenerated in real-time using real-time data.

In another embodiment, this estimated waiting time may be generatedusing a statistical algorithm as a delayed estimate using historicaldata. In one embodiment, the first agent may choose the interval ofhistorical data or other parameters for generating the estimated waitingtime. In another embodiment, network entity's internal processing system2360 may automatically choose a pre-determined interval of historicaldata or other parameters for generating the estimated waiting time.

In one embodiment, the network entity's internal processing system 2360may visually present the estimated waiting time for each of theplurality of contact options to the first agent so that the first agentmay easily understand how the estimated waiting time for a contactoption compares with the estimated waiting times for other contactoptions. The visual presentation may be in the form of a bar graph. Inone embodiment, the network entity's internal processing system 2360 maychoose a baseline contact option that is associated with the minimumestimated waiting time, and then may generate a pictorial presentation(e.g., a bar graph that is not shaded) for the baseline contact option.The network entity's internal processing system 2360 may subsequentlygenerate the visual presentations of the remaining contact optionsaccording to an algorithm that compares the estimated waiting time ofthe baseline contact option with the estimated waiting times for theremaining contact options. In one embodiment, the bar graph of a contactoption that has an estimated waiting time that is fifty percent greaterthan the estimated waiting time of the baseline contact option may beshaded fifty percent darker or otherwise configured to represent a fiftypercent increase when compared to the bar graph for the baseline contactoption.

The network entity's internal processing system 2360 at block 2426 maygenerate and present in place of, or in addition to, the estimatedwaiting time for each of the plurality of contact options associatedwith the selected channel, a standardized preference index for each ofthe plurality of contact options associated with the selected channel.In this embodiment, the network entity's internal processing system 2360may generate a preference index for each of the plurality of contactoptions based on at least one parameter. The parameters may include, butare not limited to, the estimated waiting time, the cost incurred by theentity and/or the user, the manpower, the technological resources, andthe like associated with the plurality of contact options. In oneembodiment, the cost parameter may be the cost associated with the firstagent having to initiate contact with the second agent, or it may be thecost associated with the second agent having to initiate contact withthe first agent. In one embodiment, the process for generating thepreference index may be based on a predetermined algorithm.

Subsequently, the network entity's internal processing system 2360 maytake the contact option that generates the best preference index andstandardize the other contact options' preference indexes so that afirst agent may easily compare how less favorable the other contactoptions' preference indexes are compared to the contact option with thebest preference index. In one embodiment, the standardizing process maybe based on a predetermined algorithm.

The network entity's internal processing system 2360 may present, eitherpictorially or non-pictorially, the standardized preference index foreach of the plurality of contact options. In one embodiment, the networkentity's internal processing system 2360 may choose a baseline contactoption that is associated with the highest standardized preferenceindex, and then generate a visual presentation (e.g., a bar graph) forthe baseline contact option. The network entity's internal processingsystem 2360 may subsequently generate the visual presentations for theremaining contact options according to an algorithm that compares thestandardized preference index of the baseline contact option with thestandardized preference indexes of the remaining contact options. In oneembodiment, the bar graph of a contact option that has a standardizedpreference index that is fifty percent lesser than the standardizedpreference index of the baseline contact option may be shaded fiftypercent darker or otherwise configured to represent a fifty percentdecrease when compared to the bar graph for the baseline contact option.

In one embodiment, the network entity's internal processing system 2360may periodically re-generate and re-present the standardized preferenceindex for each of the plurality of contact options associated with theselected channel so that the first agent can view the updatedstandardized preference index information.

In one embodiment, the network entity's internal processing system 2360may present as unavailable or may not even present, at all, any contactoption that has a preference index that is below a certain thresholdindex. The network entity's internal processing system 2360 may presentthe unavailability of a particular contact option by visually presentingthe activatable link to the unavailable contact option as unavailable.Alternatively, the network entity's internal processing system 2360 maypresent the unavailability of a particular contact option bydeactivating the activatable link to the unavailable contact option suchthat the deactivated link is viewable but not activatable.

The process then moves to block 2428 of FIG. 26 where, in oneembodiment, the first agent may select an activatable link to a contactoption from the activatable links to a plurality of contact optionspresented to the first agent.

The process then moves to block 2430 of FIG. 26 where the networkentity's internal processing system 2360 may determine whether thecontact option selected by the first agent is available for establishingcontact with the channel selected in block 2408 of FIG. 26.

If the network entity's internal processing system 2360 determines thatthe contact option selected by the first agent in block 2428 isunavailable, then the process moves to block 2432 of FIG. 26 where thenetwork entity's internal processing system 2360 may generate andpresent a status message for the unavailable contact option. In oneembodiment, the network entity's internal processing system 2360 maypresent in the status message the hours of operation for the unavailablecontact option. The network entity's internal processing system 2360 maypresent the hours of operation along with other information regardingthe contact option. The network entity's internal processing system 2360may present the status message on the same interface page, either as acall-out panel on the same interface page or as a pop-up panel on thesame interface page.

If the network entity's internal processing system 2360 determines thatthe contact option selected by the first agent in block 2428 of FIG. 26is available, then the process moves to block 2504 of FIG. 27 where thenetwork entity's internal processing system 2360 may determine whetherthe at least one data integration event needs to be re-generated.Whether a data integration event may need to be re-generated depends onwhether the data integration event was previously generated at block2236 of the process 2400 in FIG. 25, and whether the data integrationevent may be available to be transmitted to the second agent. In oneembodiment, if the data integration event was previously generated atblock 2236 of the process 2400 in FIG. 25, but is now unavailable to betransmitted to the second agent, then the data integration event mayneed to be re-generated at block 2504 of FIG. 27 by the network entity'sinternal processing system 2360.

In an embodiment, if the network entity's internal processing system2360 determines at block 2504 of FIG. 27 that at least one dataintegration event needs to be re-generated, then the network entity'sinternal processing system 2360 may re-generate and transmit a dataintegration event to the second agent at a workstation. If the networkentity's internal processing system 2360 determines at block 2506 ofFIG. 27 that a data integration event was previously generated and isavailable to be transmitted, then the network entity's internalprocessing system 2360 may just transmit the data integration to thesecond agent at a workstation, without re-generating the dataintegration event. If the network entity's internal processing system2360 determines that a data integration event was not previouslygenerated at block 2236 in FIG. 25, then, in an embodiment, the processmoves to block 2516 of FIG. 27.

In one embodiment, the data integration event may note what the user wasdoing on an interface or within an application at the instant when orprior to the instant when the user activated an activatable indicium onthe user's computing device. In another embodiment, the data integrationevent may note what the first agent was doing on an interface or withinan application prior to or at the instant when the first agent activatesan activatable indicium or entry point on the first agent's workstation.

In one embodiment, a data integration event may be a computer-telephoneintegration (“CTI”) data integration event. In one embodiment, CTI mayrefer to the integration of data transmission and a plurality ofmulti-media contact options such as voice, text (SMS), chat, email, mailcorrespondence, or the like. In another embodiment, CTI may refer to theintegration of a plurality of contact options with a workstation or thenetwork entity's internal processing system 2360.

In one embodiment, the first agent may prevent the network entity'sinternal processing system 2360 from transmitting a data integrationevent to the second agent. In such an embodiment, the network entity'sinternal processing system 2360 may present to the first agent an optionof whether the first agent wants to permit the network entity's internalprocessing system 2360 to transmit a data integration event to thesecond agent.

In one embodiment, the network entity's internal processing system 2360may automatically transmit a data integration event when the first agentis authenticated into an account associated with the user or the firstagent. Alternatively, in another embodiment, the network entity'sinternal processing system 2360 may not transmit a data integrationevent when a first agent is not authenticated into an account associatedwith the user or the first agent. In one embodiment, the ability of thenetwork entity's internal processing system 2360 to re-generate andtransmit a data integration event may be part of the back-endintelligence of the network entity's internal processing system 2360because the second agent may more effectively understand the firstagent's question by analyzing the one or more data integration events.

The process moves to block 2512 of FIG. 27 where the second agent at aworkstation may receive the data integration event transmitted from thenetwork entity's internal processing system 2360.

The process then moves to block 2516 of FIG. 27 where the networkentity's internal processing system 2360 may determine whether the firstagent needs to enter an additional input in order to initiate theselected contact option.

If the network entity's internal processing system 2360 determines atblock 2516 of FIG. 27 that an additional input is necessary, then theprocess moves to block 2520 of FIG. 27 where the network entity'sinternal processing system 2360 may generate and present an input fieldor widget to the first agent. In one embodiment, this additional inputfield may be presented when the first agent chooses call-back as theselected contact option. If the first agent chooses call-back as theselected contact option, the network entity's internal processing system2360 may present a text input field or widget in which the first agententers the phone number on which the first agent may be contacted by thesecond agent. The network entity's internal processing system 2360 mayalso present a field or a widget in which the first agent enters thedate and time at which the first agent would like to be contacted by thesecond agent via the selected contact option. In one embodiment, if thefirst agent chooses mail-back as the selected contact option, thenetwork entity's internal processing system 2360 may present text inputwidgets or fields where the first agent enters a question and a mailingaddress so that the first agent can receive a response from the secondagent via postal mail.

If the network entity's internal processing system 2360 presents anadditional input widget at block 2520 of FIG. 27, the first agent mayenter the additional input at block 2524 of FIG. 27.

The process moves to block 2528 of FIG. 27 where the network entity'sinternal processing system 2360 may initiate the selected contactoption.

The process then moves to block 2532 of FIG. 27 where the networkentity's internal processing system 2360 may determine whether topresent an interface for the selected contact option.

If the network entity's internal processing system 2360 determines atblock 2532 of FIG. 27 that an interface needs to be generated andpresented for the selected contact option, then the process moves toblock 2536 of FIG. 27 where the network entity's internal processingsystem 2360 may present the selected contact option's interface. In anembodiment, the network entity's internal processing system 2360 maypresent an interface for chat or email.

In one embodiment where email is the selected contact option, thenetwork entity's internal processing system 2360 may initiate andpresent an email application associated with the network entity'sinternal processing system 2360 where the second agent's email addresshas been prefilled so that the first agent may compose a message andemail the second agent.

In an embodiment, the network entity's internal processing system 2360may also present an interface for voice, i.e., call-in, if a call isinitiated from the first agent's workstation to the second agent. Theinterface may present the name of the second agent, the time elapsedduring the call, the quality of the voice connection, etc. In anembodiment, the network entity's internal processing system 2360 may notpresent an interface if phone, i.e. call-back, is the selected contactoption as the second agent just calls the first agent using the phonenumber entered in block 2524 of FIG. 27.

In an embodiment, the network entity's internal processing system 2360may not present an interface if mail-in or mail-back is the selectedcontact option. However, in another embodiment for the mail-in option,the network entity's internal processing system 2360 may present thesecond agent's mailing address at block 2536 of FIG. 27, wherein thefirst agent's question should be directed to the presented mailingaddress. In another embodiment where a first agent selects a mail-backoption, the network entity's internal processing system 2360 may presentat block 2536 of FIG. 27 a message indicating that the first agent'squestion (entered in block 2524 of FIG. 27) has been received, and thatan answer will be mailed to the first agent (or the user) in anestimated period of time.

The process then moves to block 2540 where the network entity's internalprocessing system 2360 may determine whether to grant access to firstagent's interface. In this step, the network entity's internalprocessing system 2360 may determine whether a second agent, who mightbe associated with a selected channel, may access the local applicationinterface as presented to the first agent. This may enable the secondagent to better assist the first agent in resolving any questionpertaining to the user that established contact with the first agent.

The process then moves to block 2548 of FIG. 27 where the networkentity's internal processing system 2360 may determine whether thesecond agent should initiate contact with the first agent or whether thefirst agent should initiate contact with the second agent.

If the network entity's internal processing system 2360 determines atblock 2548 of FIG. 27 that the first agent should initiate contact withthe second agent, then the process moves to block 2552 of FIG. 27 wherethe network entity's internal processing system 2360 may prompt thefirst agent to initiate contact with the second agent via the selectedcontact option.

The process then moves to block 2556 of FIG. 27 where the first agentmay initiate contact with the second agent via the selected contactoption.

If the network entity's internal processing system 2360 determines atblock 2548 of FIG. 27 that the second agent should initiate contact withthe first agent, then the process moves to block 2560 of FIG. 27 wherethe network entity's internal processing system 2360 may prompt thesecond agent to initiate contact with the first agent via the selectedcontact option.

The process then moves to block 2564 of FIG. 27 where the second agentmay initiate contact with the first agent via the selected contactoption.

Automated Embodiments of Contact Management Process Flow

As used herein, the act of selecting a channel refers to the act ofselecting an activatable link to a channel. Also, the act of selecting acontact option refers to the act of selecting an activatable link to acontact option.

In one embodiment, the network entity's internal processing system 2360may be capable of supporting an automated contact process where thenetwork entity's internal processing system 2360 may allow the firstagent to select a channel, and subsequently the network entity'sinternal processing system 2360 may automatically select a contactoption rather than allowing the first agent to select a contact option.In this embodiment, this process may jump from block 2408 of FIG. 26 toblock 2504 of FIG. 27. In one embodiment, when the first agent selects achannel in block 2408 of FIG. 26, the network entity's internalprocessing system 2360 may generate, but may not present, a plurality ofcontact options associated with the channel. In one embodiment, thenetwork entity's internal processing system 2360 may only generate, butmay not present, those contact options that are configured for acomputing platform and an electronic interface on which the activatableindicium is activated. The network entity's internal processing system2360 may generate, but may not present, either an estimated waiting timeor a standardized preference index according to the embodimentsdescribed earlier. Rather than presenting activatable links to thesecontact options as described in an earlier embodiment, the networkentity's internal processing system 2360 may automatically select acontact option from the plurality of contact options that the networkentity's internal processing system 2360 had generated earlier. In oneembodiment the network entity's internal processing system 2360 mayautomatically select a contact option with the lowest estimated waitingtime. In another embodiment, the network entity's internal processingsystem 2360 may automatically select a contact option with the higheststandardized preference index. In such an embodiment, the first agentmay not have to expend any time in choosing a desired contact option toinitiate contact with a second agent associated with the network entity.

In one embodiment, the network entity's internal processing system 2360may be capable of supporting an automated contact process where thenetwork entity's internal processing system 2360 may automaticallyselect a channel, and subsequently the network entity's internalprocessing system 2360 may allow the first agent to select a contactoption. In this embodiment, the process in FIG. 26 may jump from block2404 of FIG. 26 to block 2424 of FIG. 26. In such an embodiment, thenetwork entity's internal processing system 2360 may automaticallyselect the channel that is most related to or most specifically relatedto the interface page on which or at the instant when the activatableindicium is activated. In such an embodiment, the first agent may nothave to expend any time in choosing a desired channel that can answer aquestion that the first agent may have.

In another embodiment, the network entity's internal processing system2360 may support a “one-click” contact process, where the networkentity's internal processing system 2360 may automatically select both achannel and a contact option to facilitate contact with a second agentassociated with the entity. In this embodiment, the process in FIG. 26may jump from block 2404 of FIG. 26 to block 2504 of FIG. 27. In such anembodiment, the network entity's internal processing system 2360 mayautomatically select the channel that is most related to or mostspecifically related to the interface page on which or at the instantwhen the activatable indicium is activated. Additionally, the networkentity's internal processing system 2360 may automatically select thecontact option with the lowest estimated waiting time or the higheststandardized preference index. In such an embodiment, the first agentmay not have to expend any time in choosing a channel that can answer aquestion or concern that the first agent may have or a contact option toinitiate contact with a second agent.

Additionally, in the automated embodiments described above, the networkentity's internal processing system 2360 may sometimes automaticallyinitiate the selected contact option without determining whetheradditional input is required from the first agent.

Contact Management System Interface

FIG. 28 displays a screenshot of a local application interface page thatmay be accessible on a network entity's internal processing system 2360and that may be accessible by selected agents associated with an entity.For instance, in FIG. 28, the network entity's internal processingsystem 2360 may generate and present the local application interfacepage 2600 after the first agent entered authentication credentials thatmay have been received from a user, wherein the user transmits a contactrequest to the network entity. In one embodiment, as shown in FIG. 28,the network entity's internal processing system 2360 may indicate thatthe first agent has been authenticated to view information associatedwith the user. As shown in FIG. 28, information associated with the usermay include information regarding the user's accounts, contact history,contact information, preferences, profile information, etc. In theembodiment shown in FIG. 28, the activatable indicium 2602 may bepresented in the taskbar of the first agent's workstation interface.However, the activatable indicium may also be presented on the firstagent's local application interface page. In an embodiment, anactivatable physical button at or near the workstation may replace theactivatable indicium on the interface.

FIG. 29 displays a screenshot of the activatable links to a plurality ofchannels 2604 generated and presented by the network entity's internalprocessing system 2360 in response to the first agent activating theactivatable indicium 2602. For instance, the channels available as shownin FIG. 29 are “Card,” “HL&I,” “GWIM,” “Escalation Gate,” and “Other.”As described with respect to previous embodiments, the network entity'sinternal processing system 2360 may have generated these channels asthey are related to the first local application interface page that thefirst agent was on when the first agent activated the activatableindicium. In one embodiment, the channel is a department, tenant, lineof operation, or the like within an entity that may be able to answer aquestion that was posed to a first agent by a user, but which the firstagent was unable to resolve.

FIGS. 30 and 31 display screenshots of the activatable links to aplurality of contact options 2802 presented by the network entity'sinternal processing system 2360 in response to the first agent selectinga channel from the activatable links to a plurality of channels 2604.FIGS. 30 and 31 also display the support availability 3004 associatedwith each channel. In one embodiment, the support availability may bethe estimated waiting time associated with each channel. In anotherembodiment, the support availability may be the standardized preferenceindex associated with each channel. FIGS. 30 and 31 also display theestimated waiting time 2802 associated with contact option for aselected channel. In one embodiment, the estimated waiting time for eachcontact option may be replaced with a standardized preference index foreach contact option.

FIG. 32 displays a screenshot of information regarding an unavailablecontact option presented by the network entity's internal processingsystem 2360 in response to the first agent selecting an unavailablecontact option. This screenshot shows that the first agent selected the“Outbound Voice” option on the first local interface page, and sincethis contact option is unavailable, the network entity's internalprocessing system 2360 may present the hours of operation in a pop-uppanel 3002.

FIG. 33 displays a screenshot of the network entity's internalprocessing system's 2360 response to the first agent selecting the“Other” option from the list of activatable links to a plurality ofchannels. The network entity's internal processing system 2360 maygenerate and present on a new interface page 3102, activatable links toa plurality of channels unrelated to the interface page at the instantwhen the activatable indicium 2402 is activated, activatable links to aplurality contact options associated with each of the plurality ofchannels, information regarding each of the plurality of contactoptions, and estimated waiting times or standardized preference indexesassociated with each of the plurality of contact options. Alternatively,the network entity's processing system 600 may present all of thisinformation in a call-out panel or pop-up panel on the first interfacepage, or in a separate pop-up window.

Thus, present embodiments disclosed in detail above provide forelectronically providing contact information via a computer network,responding to activation of an activatable indicium configured as anentry point for accessing contact information, and managing a contactrequest within an entity.

As will be appreciated by one of skill in the art, the present inventionmay be embodied as a method (including, for example, acomputer-implemented process, a business process, and/or any otherprocess), apparatus (including, for example, a system, machine, device,computer program product, and/or the like), or a combination of theforegoing. Accordingly, embodiments of the present invention may takethe form of an entirely hardware embodiment, an entirely softwareembodiment (including firmware, resident software, micro-code, etc.), oran embodiment combining software and hardware aspects that may generallybe referred to herein as a “system.” For example, various embodimentsmay take the form of web-implemented computer software. Furthermore,embodiments of the present invention may take the form of a computerprogram product on a computer-readable medium having computer-executableprogram code embodied in the medium.

It will be understood that any suitable computer-readable medium may beutilized. The computer-readable medium may include, but is not limitedto, a non-transitory computer-readable medium, such as a tangibleelectronic, magnetic, optical, electromagnetic, infrared, and/orsemiconductor system, device, and/or other apparatus. For example, insome embodiments, the non-transitory computer-readable medium includes atangible medium such as a portable computer diskette, a hard disk, arandom access memory (RAM), a read-only memory (ROM), an erasableprogrammable read-only memory (EPROM or Flash memory), a compact discread-only memory (CD-ROM), and/or some other tangible optical and/ormagnetic storage device. In other embodiments of the present invention,however, the computer-readable medium may be transitory, such as, forexample, a propagation signal including computer-executable program codeportions embodied therein.

One or more computer-executable program code portions for carrying outoperations of the present invention may include object-oriented,scripted, and/or unscripted programming languages, such as, for example,Java, Perl, Smalltalk, C++, SAS, SQL, Python, Objective C, and/or thelike. In some embodiments, the one or more computer-executable programcode portions for carrying out operations of embodiments of the presentinvention are written in conventional procedural programming languages,such as the “C” programming languages and/or similar programminglanguages. The computer program code may alternatively or additionallybe written in one or more multi-paradigm programming languages, such as,for example, F#.

Some embodiments of the present invention are described herein abovewith reference to flowchart illustrations and/or block diagrams ofapparatuses and/or methods. It will be understood that each blockincluded in the flowchart illustrations and/or block diagrams, and/orcombinations of blocks included in the flowchart illustrations and/orblock diagrams, may be implemented by one or more computer-executableprogram code portions. These one or more computer-executable programcode portions may be provided to a processor of a general purposecomputer, special purpose computer, and/or some other programmable dataprocessing apparatus in order to produce a particular machine, such thatthe one or more computer-executable program code portions, which executevia the processor of the computer and/or other programmable dataprocessing apparatus, create mechanisms for implementing the stepsand/or functions represented by the flowchart(s) and/or block diagramblock(s).

The one or more computer-executable program code portions may be storedin a transitory and/or non-transitory computer-readable medium (e.g., amemory, etc.) that can direct, instruct, and/or cause a computer and/orother programmable data processing apparatus to function in a particularmanner, such that the computer-executable program code portions storedin the computer-readable medium produce an article of manufactureincluding instruction mechanisms which implement the steps and/orfunctions specified in the flowchart(s) and/or block diagram block(s).

The one or more computer-executable program code portions may also beloaded onto a computer and/or other programmable data processingapparatus to cause a series of operational steps to be performed on thecomputer and/or other programmable apparatus. In some embodiments, thisproduces a computer-implemented process such that the one or morecomputer-executable program code portions which execute on the computerand/or other programmable apparatus provide operational steps toimplement the steps specified in the flowchart(s) and/or the functionsspecified in the block diagram block(s). Alternatively,computer-implemented steps may be combined with, and/or replaced with,operator- and/or human-implemented steps in order to carry out anembodiment of the present invention.

As used herein, a processor/computer, which may include one or moreprocessors/computers, may be “configured to” perform a stated functionin a variety of ways, including, for example, by having one or moregeneral-purpose circuits perform the stated function by executing one ormore computer-executable program code portions embodied in acomputer-readable medium, and/or by having one or moreapplication-specific circuits perform the stated function.

While the foregoing disclosure discusses illustrative embodiments, itshould be noted that various changes and modifications could be madeherein without departing from the scope of the described aspects and/orembodiments as defined by the appended claims. Furthermore, althoughelements of the described aspects and/or embodiments may be described orclaimed in the singular, the plural is contemplated unless limitation tothe singular is explicitly stated. Additionally, all or a portion of anyembodiment may be utilized with all or a portion of any otherembodiment, unless stated otherwise.

While certain exemplary embodiments have been described and shown in theaccompanying drawings, it is to be understood that such embodiments aremerely illustrative of and not restrictive on the broad invention, andthat this invention not be limited to the specific constructions andarrangements shown and described, since various other changes,combinations, omissions, modifications and substitutions, in addition tothose set forth in the above paragraphs are possible. Those skilled inthe art will appreciate that various adaptations and modifications ofthe just described embodiments can be configured without departing fromthe scope and spirit of the invention. Therefore, it is to be understoodthat, within the scope of the appended claims, the invention may bepracticed other than as specifically described herein.

What is claimed is:
 1. A method for managing a contact request within anentity, the method comprising: assigning a contact request to a firstagent, wherein the first agent recognizes a need to involve a secondagent to respond to the contact request; receiving, via a computingdevice processor, a first input from the first agent that activates acontact entry point displayed on an interface page; in response toreceiving the first input, presenting on the interface page, via acomputing device processor, one or more second agent types; presenting,via a computing device processor, an estimated waiting time and astandardized preference index for each of the one or more second agenttypes, wherein the estimated waiting time and the standardizedpreference index are presented on the interface page in conjunction withthe presentation of the one or more second agent types, wherein theestimated waiting time is based on a number of first agents attemptingto establish contact with the one or more second agent types and anumber of the one or more second agent types for responding to the firstagents, wherein the standardized preference index is based on a firstcost for the first agent to establish contact with the one or moresecond agent types and a second cost for the one or more second agenttypes to establish contact with the first agent; receiving, via acomputing device processor, a second input from the first agent thatselects one of the one or more second agent types; in response toreceiving the second input, presenting, via a computing deviceprocessor, one or more contact options on the interface page, whereinthe one or more contact options are associated with the selected secondagent type; and initiating contact, via a computing device processor,between the first agent and a second agent associated with the selectedsecond agent type.
 2. The method of claim 1, further comprisingreceiving, via a computing device processor, a third input from thefirst agent that selects one of the one or more contact options.
 3. Themethod of claim 2, wherein the contact is initiated based on theselected contact option.
 4. The method of claim 2, further comprising:in response to receiving the third input, determining, via a computingdevice processor, whether at least one data integration event needs tobe generated, wherein the at least one data integration event is relatedto the first agent's activity on the interface page prior to receivingthe first input.
 5. The method of claim 4, further comprising: inresponse to determining that the at least one data integration eventneeds to be generated, generating, via a computing device processor, theat least one data integration event.
 6. The method of claim 5, furthercomprising: in response to determining that the at least one dataintegration event is generated, transmitting, via a computing deviceprocessor, the at least one data integration event.
 7. The method ofclaim 1, wherein presenting the one or more contact options furthercomprises presenting, via the computing device processor, the one ormore contact options, including one or more of a voice option, a textoption, a chat option, a postal mail option, or an electronic mailoption.
 8. The method of claim 1, further comprising presenting, via acomputing device processor, an estimated waiting time for each of theone or more contact options, wherein the estimated waiting time ispresented on the interface page in conjunction with the presentation ofthe one or more contact options.
 9. The method of claim 1, furthercomprising automatically selecting, via a computing device processor, acontact option with a lowest estimated waiting time from the one or morecontact options.
 10. The method of claim 1, further comprising:automatically selecting, via a computing device processor, a secondagent type most related to information provided on the interface pagefrom the one or more second agent types; automatically selecting, via acomputing device processor, a contact option with a lowest estimatedwaiting time from the one or more contact options; and initiatingcontact based on the selected contact option, via a computing deviceprocessor, between the first agent and a second agent associated withthe selected second agent type.
 11. The method of claim 1, furthercomprising presenting, via a computing device processor, thestandardized preference index for each of the one or more contactoptions, wherein the standardized preference index is based on theestimated waiting time and a cost associated with the correspondingcontact option.
 12. The method of claim 1, further comprisingautomatically selecting, via a computing device processor, a contactoption with a highest standardized preference index from the one or morecontact options.
 13. The method of claim 1, further comprising:selecting, via a computing device processor, a second agent type mostrelated to information provided on the interface page from the one ormore second agent types; selecting, via a computing device processor, acontact option with a highest standardized preference index from the oneor more contact options; and initiating contact based on the selectedcontact option, via a computing device processor, between the firstagent and a second agent associated with the selected second agent type.14. The method of claim 1, wherein presenting the one or more contactoptions further comprises presenting, via the computing deviceprocessor, the one or more contact options, wherein at least one of thecontact options is presented as currently unavailable.
 15. The method ofclaim 1, wherein presenting one or more second agent types furthercomprises presenting, via the computing device processor, the one ormore second agent types wherein each second agent type presented isrelated to information provided on the interface page.
 16. The method ofclaim 1, wherein presenting one or more second agent types furthercomprises presenting, via the computing device processor, an option forother second agent types, wherein the other second agent types areunrelated to information provided on the interface page.
 17. The methodof claim 1, further comprising selecting, via a computing deviceprocessor, a second agent type most related to information provided onthe interface page from the one or more second agent types.
 18. Themethod of claim 1, further comprising transmitting, via a computingdevice processor, the contact request to the second agent.
 19. Anapparatus for managing a contact request within an entity, the apparatuscomprising: a computing platform including at least one processor and amemory; and a module stored in the memory, executable by the processor,and configured to: assign a contact request to a first agent, whereinthe first agent recognizes a need to involve a second agent to respondto the contact request; receive, via a computing device processor, afirst input from the first agent that activates a contact entry pointdisplayed on an interface page; in response to receiving the firstinput, present on the interface page, via a computing device processor,one or more second agent types; present an estimated waiting time and astandardized preference index for each of the one or more second agenttypes, wherein the estimated waiting time and the standardizedpreference index are presented on the interface page in conjunction withthe presentation of the one or more second agent types, wherein theestimated waiting time is based in a number of first agents attemptingto establish contact with the one or more second agent types and anumber of the one or more second agent types for responding to the firstagents, wherein the standardized preference index is based on a firstcost for the first agent to establish contact with the one or moresecond agent types and a second cost for the one or more second agenttypes to establish contact with the first agent; receive, via acomputing device processor, a second input from the first agent thatselects one of the one or more second agent types; in response toreceiving the second input, present, via a computing device processor,one or more contact options on the interface page, wherein the one ormore contact options are associated with the selected second agent type;and initiate contact, via a computing device processor, between thefirst agent and a second agent associated with the selected second agenttype.
 20. The apparatus of claim 19, wherein the module is furtherconfigured to receive, via a computing device processor, a third inputfrom the first agent that selects one of the one or more contactoptions.
 21. The apparatus of claim 20, wherein the contact is initiatedbased on the selected contact option.
 22. The apparatus of claim 20,wherein the module is further configured to: in response to receivingthe third input, determine, via a computing device processor, whether atleast one data integration event needs to be generated, wherein the atleast one data integration event is related to the first agent'sactivity on the interface page prior to receiving the first input. 23.The apparatus of claim 22, wherein the module is further configured to:in response to determining that the at least one data integration eventneeds to be generated, generate, via a computing device processor, theat least one data integration event.
 24. The apparatus of claim 23,wherein the module is further configured to: in response to determiningthat the at least one data integration event is generated, transmit, viaa computing device processor, the at least one data integration event.25. The apparatus of claim 19, wherein the module configured to presentthe one or more contact options further comprises the module configuredto present, via the computing device processor, the one or more contactoptions, including one or more of a voice option, a text option, a chatoption, a postal mail option, or an electronic mail option.
 26. Theapparatus of claim 19, wherein the module is further configured topresent, via a computing device processor, an estimated waiting time foreach of the one or more contact options, wherein the estimated waitingtime is presented on the interface page in conjunction with thepresentation of the one or more contact options.
 27. The apparatus ofclaim 19, wherein the module is further configured to automaticallyselect, via a computing device processor, a contact option with a lowestestimated waiting time from the one or more contact options.
 28. Theapparatus of claim 19, wherein the module is further configured to:automatically select, via a computing device processor, a second agenttype most related to information provided on the interface page from theone or more second agent types; automatically select, via a computingdevice processor, a contact option with a lowest estimated waiting timefrom the one or more contact options; and initiate contact based on theselected contact option, via a computing device processor, between thefirst agent and a second agent associated with the selected second agenttype.
 29. The apparatus of claim 19, wherein the module is furtherconfigured to present, via a computing device processor, thestandardized preference index for each of the one or more contactoptions, wherein the standardized preference index is based on theestimated waiting time and a cost associated with the correspondingcontact option.
 30. The apparatus of claim 19, wherein the module isfurther configured to automatically select, via a computing deviceprocessor, a contact option with a highest standardized preference indexfrom the one or more contact options.
 31. The apparatus of claim 19,wherein the module is further configured to: select, via a computingdevice processor, a second agent type most related to informationprovided on the interface page from the one or more second agent types;select, via a computing device processor, a contact option with ahighest standardized preference index from the one or more contactoptions; and initiate contact based on the selected contact option, viaa computing device processor, between the first agent and a second agentassociated with the selected second agent type.
 32. The apparatus ofclaim 19, wherein the module configured to present the one or morecontact options further comprises the module configured to present, viathe computing device processor, the one or more contact options, whereinat least one of the contact options is presented as currentlyunavailable.
 33. The apparatus of claim 19, wherein the moduleconfigured to present one or more second agent types further comprisesthe module configured to present, via the computing device processor,the one or more second agent types wherein each second agent typepresented is related to information provided on the interface page. 34.The apparatus of claim 19, wherein the module configured to present oneor more second agent types further comprises the module configured topresent, via the computing device processor, an option for other secondagent types, wherein the other second agent types are unrelated toinformation provided on the interface page.
 35. The apparatus of claim19, wherein the module is further configured to select, via a computingdevice processor, a second agent type most related to informationprovided on the interface page from the one or more second agent types.36. The apparatus of claim 19, wherein the module is further configuredto transmit, via a computing device processor, the contact request tothe second agent.
 37. A computer program product for managing a contactrequest within an entity, the computer program product comprising: anon-transitory computer-readable medium comprising: a set of codes forcausing a computer to: assign a contact request to a first agent,wherein the first agent recognizes a need to involve a second agent torespond to the contact request; receive, via a computing deviceprocessor, a first input from the first agent that activates a contactentry point displayed on an interface page; in response to receiving thefirst input, present on the interface page, via a computing deviceprocessor, one or more second agent types; present an estimated waitingtime and a standardized preference index for each of the one or moresecond agent types, wherein the estimated waiting time and thestandardized preference index are presented on the interface page inconjunction with the presentation of the one or more second agent types,wherein the estimated waiting time is based on a number of first agentsattempting to establish contact with the one or more second agent typesand a number of the one or more second agent types for responding to thefirst agents, wherein the standardized preference index is based on afirst cost for the first agent to establish contact with the one or moresecond agent types and a second cost for the one or more second agenttypes to establish contact with the first agent; receive, via acomputing device processor, a second input from the first agent thatselects one of the one or more second agent types; in response toreceiving the second input, present, via a computing device processor,one or more contact options on the interface page, wherein the one ormore contact options are associated with the selected second agent type;and initiate contact, via a computing device processor, between thefirst agent and a second agent associated with the selected second agenttype.
 38. The computer program product of claim 37, wherein the set ofcodes further causes a computer to receive, via a computing deviceprocessor, a third input from the first agent that selects one of theone or more contact options.
 39. The computer program product of claim38, wherein the contact is initiated based on the selected contactoption.
 40. The computer program product of claim 38, wherein the set ofcodes further causes a computer to: in response to receiving the thirdinput, determine, via a computing device processor, whether at least onedata integration event needs to be generated, wherein the at least onedata integration event is related to the first agent's activity on theinterface page prior to receiving the first input.
 41. The computerprogram product of claim 40, wherein the set of codes further causes acomputer to: in response to determining that the at least one dataintegration event needs to be generated, generate, via a computingdevice processor, the at least one data integration event.
 42. Thecomputer program product of claim 41, wherein the set of codes furthercauses a computer to: in response to determining that the at least onedata integration event is generated, transmit, via a computing deviceprocessor, the at least one data integration event.
 43. The computerprogram product of claim 37, wherein the set of codes causing a computerto present the one or more contact options further comprises the set ofcodes causing a computer to present, via the computing device processor,the one or more contact options, including one or more of a voiceoption, a text option, a chat option, a postal mail option, or anelectronic mail option.
 44. The computer program product of claim 37,wherein the set of codes further causes a computer to present, via acomputing device processor, an estimated waiting time for each of theone or more contact options, wherein the estimated waiting time ispresented on the interface page in conjunction with the presentation ofthe one or more contact options.
 45. The computer program product ofclaim 37, wherein the set of codes further causes a computer toautomatically select, via a computing device processor, a contact optionwith a lowest estimated waiting time from the one or more contactoptions.
 46. The computer program product of claim 37, wherein the setof codes further causes a computer to: automatically select, via acomputing device processor, a second agent type most related toinformation provided on the interface page from the one or more secondagent types; automatically select, via a computing device processor, acontact option with a lowest estimated waiting time from the one or morecontact options; and initiate contact based on the selected contactoption, via a computing device processor, between the first agent and asecond agent associated with the selected second agent type.
 47. Thecomputer program product of claim 37, wherein the set of codes furthercauses a computer to present, via a computing device processor, thestandardized preference index for each of the one or more contactoptions, wherein the standardized preference index is based on theestimated waiting time and a cost associated with the correspondingcontact option.
 48. The computer program product of claim 37, whereinthe set of codes further causes a computer to automatically select, viaa computing device processor, a contact option with a higheststandardized preference index from the one or more contact options. 49.The computer program product of claim 37, wherein the set of codesfurther causes a computer to: select, via a computing device processor,a second agent type most related to information provided on theinterface page from the one or more second agent types; select, via acomputing device processor, a contact option with a highest standardizedpreference index from the one or more contact options; and initiatecontact based on the selected contact option, via a computing deviceprocessor, between the first agent and a second agent associated withthe selected second agent type.
 50. The computer program product ofclaim 37, wherein the set of codes causing a computer to present the oneor more contact options further comprises the set of codes causing acomputer to present, via the computing device processor, the one or morecontact options, wherein at least one of the contact options ispresented as currently unavailable.
 51. The computer program product ofclaim 37, wherein the set of codes causing a computer to present one ormore second agent types further comprises the set of codes causing acomputer to present, via the computing device processor, the one or moresecond agent types wherein each second agent type presented is relatedto information provided on the interface page.
 52. The computer programproduct of claim 37, wherein the set of codes causing a computer topresent one or more second agent types further comprises the set ofcodes causing a computer to present, via the computing device processor,an option for other second agent types, wherein the other second agenttypes are unrelated to information provided on the interface page. 53.The computer program product of claim 37, wherein the set of codesfurther causes a computer to select, via a computing device processor, asecond agent type most related to information provided on the interfacepage from the one or more second agent types.
 54. The computer programproduct of claim 37, wherein the set of codes further causes a computerto transmit, via a computing device processor, the contact request tothe second agent.